Interim Customer Journey Expert

## Customer Journey Expert Instant Payments
Recruiting for an Interim Customer Journey Expert with strong stakeholders manager skills and experience with payments.
For the tribe payments, my client is looking for an Interim Customer Journey Expert to join the COPAF team of an Instant Payments program.
The Interim Customer Journey Expert (CJE) has responsibility for the COPAF activities and deliverables and supports other CJE’s and country leads. The Interim CJE works in an Agile squad and has expertise in the areas of product management (Instant Payments, SEPA, payment initiation) and process optimization. COPAF is Commercial / Communication, Operations, Process, Administration and Finance (all non-IT change) and is part of Wholesale Banking.

• : work with ORM, Compliance, IRM, Legal and Tax stakeholders, ensuring that the SEPA Instant Payment product and service comply with relevant regulation and policies, internally and also externally. Examples include: developing a risk action plan; identifying risk actions and following with the goal of closing the agreed risk actions in time (Risk and Control Self-Assessment (RCSA) and Product Approval Review Process (PARP). Furthermore, you maintain contacts with stakeholders and you stimulate cross-border interaction and alignment between people, Tribes, Chapters, Chapters, Areas, and Service organization.
• : support, build and manage the SEPA Instant Payments product and service with an end-to-end mindset. Focus especially, but not exclusively, on the needed COPAF design, implementation and business operations and services.
• : (i) support the Business Service Owner and Product Area Lead on the COPAF priorities and provide general support if needed, e.g. risk documentation, management identified actions (MIA’s) and (ii) support Customer Journey Experts, Country Leads as well as the countries and branches with COPAF activities and deliverables and advise them in the best possible way.
• : ensure compliance with the bank’s policies and standards.

• A Master or Bachelor degree
• 3+ years of relevant experience as a Customer Journey Expert or equivalent position e.g. as a Project Manager, Business Analyst, Product Owner, Project lead or Business Consultant
• Experience with working in projects and/or programs is a must have
• Experience with COPAF activities and risk stakeholders is a must have
• Experience in banking and payments is a must have
• A high level of organization is key, as well as eye for detail in capturing risk information and following up on actions
• Structured person and excellent in administration and documenting complex risk related information
• You are an energetic, pro-active thinker, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability
• You are naturally a collaborative person who listens and invests in others to achieve common goals
• You are excellent in capturing information, drive that forward and while doing so are resilient and focused
• You love to challenge the status quo and are eager to propose solutions to problems
• Fluent in English (verbally and written), Dutch is a real plus but not essential as the working language is English
• Possess strong analytical skills and takes decisions based on data and facts
• Able to simplify solutions and processes and tell the story clearly, structured and convincing
• Strong social and communication skills; you are comfortable with collaboration and reaching out across Tribes and functional boarders and serve as liaison when needed
• You easily connect and align stakeholders within all levels of the organization, from IT Lead to IT and DevOps engineer and from Tribe lead to peers and colleagues, all with the customer journey in mind
• You are creative and an out-of-the box thinker, proactive, who likes to work in a multidisciplinary team in an agile environment
• Able to take it on and make it happen: realization skills and work under pressure if the situation requires it