Customer Journey Expert Cervia

Customer Journey Expert
Cervia
Emilia Romagna, Cervia

The Card Products Expert, working as Customer Journey Expert in Agile organization, has end-to-end responsibility for the requirements definition, management, harmonization and phasing out of Cards for Self-Employed, Micro-enterprise and SME, focusing on distinctive customer experience, profitability and effective cost management E2E.

The Card Products Expert supports the Business Banking team to set priorities, manage internal and external stakeholders, solve impediments, help other team members in their day-to-day activities.

In addition, the Card Products Expert is accountable for managing and delivering internal reports and optimize performance, reducing product inefficiencies, identifying and closing related gaps.

The position requires excellent communication skills, problem solving and data driven approach, an orientation to detail and process, ability to work and maintain composure under tight deadlines, expertise in digital onboarding, as well as knowledge about usability/user experience principles and best practices.

This position also demands ability to work collaboratively in multi-functional teams and cross-teams.

**Key Responsibilities**:

**Working in Agile teams**: contributes actively to all events of the sprints by asking, answering and challenging.

Deliver requirements, identifying impacted areas and processes and ultimately support in the definition of test scenarios in order to achieve income and target volumes.

Continually assess the performance of ING Card products, the regulatory landscape, external market trends and competitor benchmark, to ensure a customer proposition as effective as possible.

Create the requirements and business cases to support the evolution of the products.

Help the Functional team to analyze and define business process flows in order to draft functional documents based on analysis and collected requirements.

Collaborate for product lifecycle management; this includes product performance management, product marketing and product innovation.

**Competencies**:

Master's or bachelor's degree, postgraduate or equivalent background in Economics, Management, Engineering and similar is desirable.

3+ years of working experience in banking or financial services.

A remarkable knowledge of Banking/Cards market, especially for Self-Employed, Micro-enterprise and SME, is needed, including innovation trends, benchmark and competitors' overview.

Solid experience of working autonomously in a dynamic and collaborative environment, identifying new potential business opportunities and improvements

Good knowledge of the process underlying a card payment (Processing, Clearing, Settlement, etc.

)

Good knowledge of the actors involved (issuer, acquirer, cardholder, merchant, scheme, etc.

)

Experience leading product development from zero to first release and beyond

Outstanding written and oral communication skills, together with ability to produce clear and concise presentations and interact directly with top management or senior colleagues

**Soft Skills**:

Customer focus with an eye for great UX/UI

Problem solving attitude

Professional expertise/market focus

Fluent in English

Initiative

Teamwork