Customer journey manager
Swedbank AB / Datajobb / Stockholm
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hela Sverige Are you passionate about customer behaviour and want to deliver meaningful value? Do you want to be part of a team of dedicated individuals looking to make the financial life of our corporate customers easier by optimising touchpoints with our products, channels, and services?
In Swedbank you have the opportunity to:
• Be part of establishing the new Portfolio Management unit within Business Development
• Collaborate with stakeholders across the whole bank from business areas, IT and product development, strategy, processes and many more
• Map and manage customer journeys across all our channels for all our corporate segments and sectors
• Conduct research and interviews with customers and customer-facing staff to gain deeper understanding of needs and test concepts
• Translate customer needs to identify change needed in processes, culture and workflows, resulting in improved customer experience
• Be the glue between different units, ensuring the customers perspective is at the hearts of every part of the journey
• Identify optimization of existing journeys to drive higher conversion as well as measure success of implemented changes through data analysis
• Prepare decision material for Senior stakeholders
What is needed in this role:
• Understanding of banking industry, developments and trends
• Deep knowledge of customer experience in relation to users, products and systems
• Strong communicative skills in terms of building stories and getting messages through to different stakeholder groups
• Proven track-record of self-leadership and ability to deliver well-defined project deliverables, decision material and recommendations with minor guidance and support
• Solid problem-solving skills, attention to detail, and ability to analyse complex business problems and data to draw meaningful conclusions for decision-making
• Excellent Excel, Word, PowerPoint skills
• Excellent knowledge of tools such as Axure, Freehand, Visio or similar
• Fluent communication in Swedish and English
• At least 3-5 years of work experience from similar roles working with Customer Experience, User Experience or Business & IT Development
• Preferably an academic degree within computer science, design, economics and/or business management
• Strong work ethic and professionalism
What we offer when you join us:
• An open, simple and caring culture.
• Opportunity to create the best experience for our customers.
• An international, sustainable and inclusive work environment.
• Development opportunities and advancement in your career.
• Flexible working options.
• Access to Group performance program, company pension plan, optional health insurance, and other benefits (
https://www.swedbank.com/work-with-us/compensation-and-benefits.html).Business Development within Corporates and Institutions (C&I) provides the Swedish Corporate Business with comprehensive support related to customer strategy, projects and change management, process and channel development and coordination of investment needs. As a Customer Journey Manager, you are expected to lead the analysis of our customer's behaviours and interactions with the bank, identifying opportunities for improvements, producing high-quality deliverables while successfully managing stakeholders to strengthen Swedbank's corporate and institutional business.
Join our team and...
• .be part of a unit of natural collaborators who aim to maximise value for customers and our organisation. As a leader, I strive to create a humble, trust-worthy environment where self-leadership and empowerment are key drivers for our success. I have a coaching style, caring deeply about my team's personal development and well-being. I believe that the attitude we have while performing the work is as important as delivering high-quality results." Sofia Carlsson Schmidt, your future manager
We look forward to receiving your application by 17.08.2023.
Location: Stockholm
Contacts
Recruiting manager: Sofia Carlsson Schmidt, +46 7 307 056 79
SACO: Camilla Ivarsson +46 8 585 944 37
Finansförbundet: Lena Schöllin, +46 8 585 949 12
We want to inform you that the selection process may begin after the summer holidays.
We have made our choice regarding recruitment media and therefore kindly decline contact with ad sellers or sellers of other recruitment services.
Swedbank does not discriminate anybody based on gender, age, sexual orientation or sexual identity, ethnicity, religion or disability - everybody is welcome.
LI-Hybrid
Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2023-08-17
Klicka på denna länk för att göra din ansökan Omfattning Detta är ett heltidsjobb.
Arbetsgivare Swedbank AB (org.nr 502017-7753)
Arbetsplats Swedbank Group
Kontakt sofia.carlsson@swedbank.se
sofia.carlsson@swedbank.se Övrig information om företaget/organisationen Offentliga upphandlingar där Swedbank AB varit leverantör Jobbnummer 7967670
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