Customer Journey Expert (Payments, Settlement, Consumers Services) (QR10204) , Amsterdam

Omschrijving:
Functie: Customer Journey Expert (Payments, Settlement, Consumers Services) (QR10204)
Start: 6-1-2025, 36 uur per week
Periode: 12 mnd+
Omgeving: Amsterdam

Omschrijving:
For our client Amsterdam we are looking for a Customer Journey Expert (Payments, Settlement, Consumers Services).

Join us as a Customer Journey Expert (CJE) in the role of Service Owner and become part of our clients team!
The team aims to further mature, develop and expand the state of the art payments platforms and settlements services. The team focusses on delivering payments and settlement services, meeting the expectations of our clients business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within our clients CTO domain, reporting directly into the Chief Technology Officer.

The PSS is responsible for providing standardized payments and settlements services around to multiple business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our nine services, where our squads working to deliver the service(s) are enabled by clear prioritization, accountability, and capabilities.

The PSS Product team delivers according to the ambitions of the Payment & Settlement Services (PSS) related to payment products as International Payments (TIP), Domestic Payments, Single European Payments Area (SEPA) payment services as well as Booking and Settlement products for Internal Business Lines.

The Service Owner role has responsibilities on tactical and operational level such as managing allocated budget, operational service execution, incident management, alignment with other services in PSS, presenting our services towards internal parties and delivering a compliant and state of the art service towards service recipients. You will be working in the areas of finance, risk, intragroup sourcing, service/performance management and data analytics.

The Team:
You are based in the Ordermanagement Business Squad consisting of a team of Customer Journey Experts working on Change & Run activities impacting the services and applications in the Ordermanagement Area.
The Service Owner role as part of the Business squad is the spider in the web, working with Product Area Lead, Product Lead, Country representatives, Squad Masters and various Head Office teams like 1st Line Risk, Compliance, Legal, Finance and Service Management.
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Your roles and responsibilities
• Deliver the service according to service levels
• You support the country service intake process
• You monitor the performance, process control standards and incidents
• You create service reports to the clients Countries / ‘service recipients’
• Continuously monitor and improve the overall service
• You realize the business case and keep track of the defined benefits
• You realize the risk assessment process for service improvements
• You support the improvement of internal- and external supplier management
• You support Product Area Lead and Product Lead with management reporting
• You are in control of charging the recipient (cost allocation key of the service)
• You manage and answer recipient question(s) on the service

How to succeed
We hire ambitious and service delivery focused people like you for your potential. Our biggest expectation is that you’ll stay curious, eager to learn and have a hands-on mentality to stay in control of the services. In return, we back you to develop into an even more awesome version of yourself.
We are looking for a service owner who takes things on and makes it happen, is passionate about helping others to be successful; and has a knack for always being a step ahead.
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You love to challenge the status quo and are eager to propose creative solutions to problems.
• You have a customer focus, where you build strong customer relationships and deliver customer-centric services.

Proven track record and skills
As a ‘Service Owner’ – Customer Journey Expert, you have:
• Experience to explain complex issues in an easy way and getting people on board
• Experience with product- and service management and processes
• Experience with working with near/offshore teams is an advantage
• Strong analytical skills and an eye for detail
• Bachelor / Master’s degree
• An excellent level of English

Trefwoorden: CJe, Payments, Settlement,