Customer Journey Expert

3 settimane fa

Milano, Italia Oliver James Associates A tempo pieno

At Oliver James, we are currently working with an important Banking Firm that is looking for a **DIGITAL CUSTOMER EXPERT**.

Process definition and design - Working as a change agent with business stakeholders, you will play a key part in shaping and fostering continuous improvement and business transformation initiatives.

**Key Responsibilities**:

- Analysis: Breaking down problems and issues into sub-components; thoroughly examining the costs, benefits and risks of various options prior to selecting a particular approach; explanation/ justification of decisions in a logical and systematic fashion.
- Working in Agile teams: Contributes actively to all events of the sprints by asking, answering and challenging. Acts as a moderator. Enhances the way of working structurally. Ensures that strategic priorities are made.
- Strategy and policy: Owns, revolutionizes and evangelizes strategy and policies for the tribe and beyond. Is the leading authority in the field with regard to strategic matters.
- Marketing: Applies advanced marketing practices, develops new techniques and evangelizes these to the community. Could be external speaker and contributes to industry knowledge.
- Customer Journey Monitoring: Translates highly complex business to a setup of monitoring. Defines new monitoring standards for the company.
- Products and services: Applies expert product and process knowledge, develops new and improves current product and process standards, and evangelizes these to the community.
- Distribution mix - channels optimization: Applies expert distribution knowledge to develop new and improve current distribution practices that set market standards.

**What we look for**:

- Deep knowledge of Web and Mobile channels
- Good English knowledge (written and spoken)
- Good knowledge of MS Office
- To be customer driven and want to provide the best experience in the market.
- To love collaborating with different people/profile and working within an international context.
- To make things happen thanks to your 'can-do' attitude and autonomy, with diligent respect for the (risk) processes.
- Proven planning and organizational skills. Profound project management experience is an asset.
- Ability to accept the complexity of the organization and find creative solutions to overcome it, ensuring the needed agreements for a timely and impactful delivery.
- Sound stakeholder management skills: you are capable of building strong and constructive relationships with your stakeholders, based on mutual trust.
- Analytical and data skills to uncover customer insights.
- Manage carefully Data analytics and all data to facilitate analysis and monitoring for our features
- High level of knowledge related at journey map, user stories, agile tool like Azure or Jira
- Making efficiently reports

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