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We are the first online bank of the Netherlands. And we have been doing things differently, easier, and smarter since we were founded 2012. At Knab, the customer comes first. Always. That's because we believe that we can help everyone to get more out of their finances. It's a different way of thinking. It's in our DNA.

For our Team Cards, we are looking for a Customer Journey Expert. As a Customer Journey Expert, you make sure that our customers experience an excellent customer journey at Knab, end to end. And in the Cards domain, you also make sure that we serve our customers the best (digital) cards solutions. You are the bridge between IT and the business. Your role is to look for innovative, safe, customer friendly and cost-efficient improvements to optimize customer journeys.

The Role

In the role of Customer Journey Expert, you listen carefully to customers' needs and translate these to digital product and data-solutions and propositions. By analyzing feedback from our customers, gathering market information, and getting input from key stakeholders, you can develop and optimize (innovative) products, services, and customer processes.

 

Your main responsibilities:

  • You monitor and realize the health metrics, OKRs and regulatory and risk tracks for your focus area.
  • You measure and validate customer behavior to optimize our products, processes, and proposition.
  • You translate needs of customers and (business) stakeholders (like PO) into requirements and potential solutions together with and for IT specialists.
  • You are creative in bringing new solutions to the market, including marketing and customer communication.
  • You analyze and improve business processes by eliminating defects, enhance quality of processes and increase efficiency.
  • You propose new ways for increasing the value creation. You explore and elaborate on (digital) improvements and analyze customer impact as well as the impact on the organization.

 

The Team

The Customer Journey Expert works with the Product Owner Cards within the value stream Daily Use. Both the Product Owner and Customer Journey Expert are part of the team that is responsible for developing and maintaining the Cards domain. To make sure our customers can always pay with their physical or digital card in a safe and secure way. The Customer Journey Expert have their HR reporting line to the Busines Chapter Lead Daily Use.

 

Your Profile
There is no set route to become a great Customer Journey Expert at Knab. But to be successful in this role, this is the kind of profile we have in mind:

  • At least 4 years of relevant working experience, preferably in a financial area and knowledge of and experience in the Cards domain
  • You can identify yourself with our customer`s challenges and think proactively in new ways to comfort our customers and (internal) stakeholders.
  • You love to challenge the status quo and are eager to propose creative solutions to problems;
  • You are data driven, have experience with business analysis and developing user stories;
  • You have affinity with product management topics like coordination of product- and regulatory changes, suppliers' management, creating internal & external reporting and process management;
  • You are curious and updated on the latest market trends;
  • Fluent knowledge in Dutch and English.

 

Diversity Statement: Come as you are. Knab is an open workplace with positive vibes. We are inclusive of all nationalities, races and genders. We feel comfortable to bring our authentic whole selves to work and like you to do so too.

Work with us!
If you come to work with us, Knab will become a significant part of your life. Therefore, we make sure the ambiance is just as exciting as your job. Check the benefits!

If you have any questions regarding this role or the process, please feel free to reach out to us!

An IQ test is part of the procedure.

We don`t collaborate with third parties to fulfill this role.

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Sollicitatieprocedure

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1. Je solliciteert
Je solliciteert
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2. Telefonische speeddate
Telefonische speeddate
3
3. Eerste gesprek
Eerste gesprek
4
4. Case
Case
5
5. Tweede gesprek
Tweede gesprek
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6. Derde gesprek
Derde gesprek
7
7. Aanbod
Aanbod
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8. Pre-employment screening
Pre-employment screening
9
9. Yes! Nieuwe baan
Yes! Nieuwe baan

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