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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 Sales & Retention team, 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.

In the role of Customer Journey Expert with a strong commercial focus, you listen carefully to customers' needs and translate these into digital propositions. By measure and analyzing feedback from our customers, gathering market information, and getting input from key stakeholders, you can develop and optimize propositions and customer processes. You are responsible for bringing propositions to the market and create customer value. You initiate and coordinate a perfect product launch for our customers including pricing, client communication and internal communication.

Furthermore:

  • You support digital marketeers on marketing- and communication strategies to acquire and maintain valuable customers on new and current propositions. Occasionally you support on the execution of digital customer campaigns;
  • You explore new ways to attract valuable customers;
  • You monitor the commercial targets, health metrics, OKRs and regulatory and risk tracks for your focus area and translate them into actions
  • You manage and control all processes risks, key controls, PARP (product approval and review process) and policies that are associated with the propositions and/or customer journeys involved.

The Team
The Customer Journey Expert works with the commercial lead and digital marketeers in the Sales & Retention team. This team is part of the value stream Daily Use. The team is responsible for acquiring new customers and maintaining our current customers. They are responsible for excellent communication with our customers via several channels like our own app and e-mail. They also launch and optimize propositions and products (together with partners). But most of all, this is a high-performance team where there is a lot of room for fun. The Customer Journey Experts have their HR reporting line to the Business 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 8 years of relevant working experience in the commercial and digital marketing industry;
  • You can identify yourself with our customer`s challenges and think proactively in new ways to comfort our customers and (internal) stakeholders without losing the commercial perspective out of sight;
  • You have experience in a digital commercial environment preferable as (Commercial) Customer Journey Expert, (Digital) Marketeer or Project Manager;
  • You have affinity with (commercial) product management skills like identifying new opportunities, coordination of activities and (internal- and external) stakeholder management;
  • 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

1
1. You apply
You apply
2
2. Intake (phone)
Intake (phone)
3
3. First interview
First interview
4
4. Case
Case
5
5. Second interview
Second interview
6
6. Third interview
Third interview
7
7. Offer
Offer
8
8. Pre-employment screening
Pre-employment screening
9
9. Whoo! New job!
Whoo! New job!

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