Customer Journey Expert Medior Customer Journey Expert Medior …

Cognizant
à Bruxelles, Bruxelles-Capitale, Belgique
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Cognizant
à Bruxelles, Bruxelles-Capitale, Belgique
CDI, Plein-temps
Soyez parmi les premiers à postuler
Competitive
Cognizant
Customer Journey Expert Medior
Customer Journey Expert Medior

The Cus omer Journey Experts provide the ultimate 'customer journey', from the first orientation until the fulfilment. They handle both the processes, products, policy as IT. You will work in 'squads'. These are multi-disciplined, self-controlling team consisting a maximum of nine experts: CJE's, IT Developers, Data Analysts and Product Specialists. The composition depends on the customer journey the squad is working on. As a CJE, you will be part of a chapter. A chapter is organizes around an expertise and focusses on personal growth and the development of craftsmanship. Sharing your knowledge and improving yourself and each other is the point of focus. This happens through i.e. workshops, sessions and sharing best practices.

Profile required:

  • 4 to 8 Years' experience in relevant role
  • very customer-centric (background in CX ideally),
  • with analytical skills,
  • excellent stakeholder management,
  • and the capacity to do business analysis.
  • Experience with discussing with IT and appetence for tech is also necessary.
  • Digital channels experience is a nice to have French and/or Dutch experience + English fluent and Domain banking knowledge is mandatory, specific domain knowledge business lending, mortgages, business banking, retail banking, payments/cards, regulatory reporting, KYC/CDD/AML is a real added value.
Assignment/tasks

  • Analysis of customer feedback and other sources of feedback -> reading feedback, categorizing, making a summary of main take-aways and recommendations to be submitted to corresponding squads, writing requirements (business & functional when needed)
  • Content creation
  • Refine requirements received from other tribes
  • Prepare corresponding business analysis (including UserFlow or Service Blueprint). If a customer journey mapping of the 'as is' is required, it will be built with both the requestor and the PO of the squad the CJE is supporting
  • Creating copy
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