Context
Our client, a major international financial institution based in Luxembourg, is looking for an experienced Product & Customer Journey Specialist to support the design, development and continuous improvement of commercial products, services, distribution channels and related processes.
The consultant will work within an Agile Squad, collaborating closely with multidisciplinary experts to improve customer journeys, optimize processes and ensure alignment with business objectives, regulatory requirements and internal risk and compliance policies.
Key Responsibilities
Product & Customer Journey Management
- Design, develop, manage, harmonize and progressively phase out commercial products, services, channel solutions and processes across one or more business segments.
- Develop and implement customer journey strategies.
- Maintain a strong end-to-end understanding of products, services and customer processes.
- Monitor and continuously improve customer journeys based on:
- Customer satisfaction
- Service availability
- Costs and revenues
- Process quality
- Optimize processes to maximize both customer value and business value.
- Define and maintain product, service, process and channel policies in line with applicable regulations and internal governance requirements.
Data Analysis & Continuous Improvement
- Perform data analyses, interviews and customer research to identify improvement opportunities.
- Introduce and use relevant measurement tools to assess customer journeys and process performance.
- Ensure that recommendations and proposed improvements are supported and validated by data.
- Identify opportunities to improve existing products, processes and distribution practices.
- Develop new techniques, monitoring standards and operational approaches where relevant.
Stakeholder Management
- Manage a broad range of stakeholders with different priorities and expectations.
- Coordinate closely with business, operations, compliance, risk and IT stakeholders.
- Ensure alignment and effective communication throughout the lifecycle of products and customer journeys.
- Support the resolution of customer complaints, operational incidents and process issues when required.
Agile Collaboration
- Actively participate in Agile ceremonies, including:
- Daily stand-ups
- Refinement sessions
- Sprint reviews
- Retrospectives
- Contribute to knowledge-sharing and expert community meetings.
- Support a collaborative team environment based on trust, feedback and continuous improvement.
Required Profile
Skills & Competencies
- Strong ability to manage multiple stakeholders with competing priorities.
- Excellent analytical and decision-making skills.
- Ability to identify key information, understand complex issues and validate solutions before implementation.
- Strong customer orientation and ability to understand customer expectations and anticipate their needs.
- Good understanding of banking processes and customer journeys.
- Ability to develop and communicate a long-term vision.
- Proactive mindset and ability to take initiatives to improve products, processes and distribution channels.
- Strong team spirit and experience working in an Agile environment.
- Ability to translate business needs into pragmatic and actionable solutions.
Experience
- Bachelor's or Master's degree.
- Proven experience contributing to or managing complex projects.
- Experience within banking, financial services or another highly regulated environment.
- Knowledge of the Payments industry would be considered a strong advantage.
- Previous experience in product management, customer journey management or process optimization would be highly valued.
Languages
- Fluent English
- Fluent French
