Senior Business Developer (Digital) Customer Journeys

Details

Are you passionate about designing and developing (digital) customer journeys? Do you see the beauty in creating robust, sustainable end-to-end processes that function seamlessly, delight our customers, and meet our employees' expectations? Are you someone with a clear vision on how to establish efficient and effective processes and journeys to optimally serve our clients, and can you inspire and mobilize diverse teams to bring that vision to life?

Responsibilities

• Manage end-to-end customer processes and journeys, ensuring guidelines, standards, and operational procedures (SOPs) are in place to improve customer service and meet regulations.
• Continuously improve end-to-end process and journey performance (e.g., downtime, lead time, conversion), customer satisfaction (NPS), and cost efficiency.
• Lead and deliver process and journey improvement projects with a focus on harmonization and digitalization.
• Oversee value chain management to monitor and adjust end-to-end process and journey performance.
• Engage and coordinate (senior) stakeholders across the end-to-end process chain to ensure cooperation, drive execution, and achieve results.
• Analyse process and journey data to identify opportunities for improvement and provide actionable insights for decision-making.
• Act as the link between business stakeholders and IT teams: define business and functional requirements, create user stories, and support development.
• Plan and conduct tests of banking systems and applications: prepare test plans, execute tests, and report findings.
• Guide and coach junior team members to enhance their professional growth and improve their work effectiveness.

Work environment

You will join the Onboarding superblock within the Generic Customer Processes (GCP) Grid in the Customer Data Solutions (CDS) organisation. GCP integrates end-to-end business processes, customer journeys, and application ownership with the mission to enhance and digitalize processes and journeys to deliver exceptional customer experiences. CDS is the central hub for customer and party data, combining ownership of data, processes, and supporting applications to simplify and optimise the customer landscape. The team emphasises curiosity, collaboration, clear communication and delivering outstanding results in a supportive and inclusive environment.

Requirements

• Relevant bachelor's or master's degree in Business Administration or a comparable field.
• 7+ years of experience in business process management, change management, and/or operational excellence.
• Commercial mindset with knowledge of the importance of onboarding in the bank’s strategy.
• Strong problem-solving skills and the ability to quickly grasp complex topics.
• Skilled in managing senior stakeholders and navigating organisational dynamics.
• Affinity with leading complex digital transformation trajectories and experience with Agile/Scrum methodologies.
• Ability to analyse requirements and translate them into clear user stories.
• Notable experience in coaching junior and medior colleagues.
• Proficient in English and Dutch.

Benefits

• Gross monthly salary (based on a 36-hour work week): EUR 7,048 – EUR 10,068 (including vacation pay and benefit budget). A 40-hour work week is also possible; salary determination is based on knowledge, experience and potential.
• Benefit Budget of 11% of your salary (monthly or paid out if unused in Benefit Shop).
• Five weeks of vacation per year with the option to buy up to four additional weeks.
• Personal development budget of EUR 1,000 per year (accumulable up to EUR 3,000).
• Possibility to work from home (in consultation with your team).
• Annual public transport pass with free public transportation throughout the Netherlands.
• Excellent pension scheme.

How to apply

Apply online. For more information contact Yannick Beelen via [email protected].

Additional notes

• Role is based in Amsterdam, Netherlands.
• The position will work at the intersection of business and IT, supporting digitalisation and collaboration with IT teams to deliver improvements to onboarding customer journeys.