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Customer Success

Business Analyst Customer Journey Monitoring Full Time

Job Title

Business Analyst Customer Journey Monitoring

Job Description

Always on! To serve our customers best, Rabobank needs to ensure that our most crucial customer functionality is always available. We also have a desire to increase our customer journey experience. Within tribe Payments and Savings, we are working on monitoring these customer journeys in an integral, real-time, and scalable way. We aim to reduce time to (major) incident detection, spot and fix structural issues in these journeys, and prevent issues from occurring. We want to add an experienced business analyst to the team to work on these goals and improve our customers’ experience.  

You and your job

As a business analyst, you will make a difference by having a passion and connecting with what is important to our customers. You will work with key players to identify customer journeys, draw out customer processes & create scenarios to be monitored. You have a solid drive to make our customer’s interaction with Rabobank an even better experience. One day, you could be navigating the company to identify the most relevant and important customer journeys to monitor, and the next, you could be working on a trend analysis from the monitoring results and working with passionate colleagues to get it fixed in the right way,

Facts & Figures

  • Ca. 800 colleagues within tribe Payments & Savings

  • 43.822 Rabobank colleagues around the world

Top 3 responsibilities

  • Work with stakeholders and your colleagues to create the most relevant and complete customer journeys to monitor;

  • Gather requirements with stakeholders on the tooling/the processes of how the tooling can best be used to create the most value;

  • Cooperate with your colleagues to embed this tooling and way of working in the organization;

  • Analysis of trends of issues in the monitoring and finding the right place in the organization to get it fixed; 

Together we achieve more than alone

The journey towards monitoring our most important customer journeys and gaining value from that monitoring is not straightforward. It’s uncharted territory, and we need you to achieve our goals. Together with your passionate colleagues, you will make it happen.

The team working on Journey Monitoring is part of the IT4IT department within tribe Payments & Savings. In Payments, we are at the heart of our Retail service offering in the Netherlands and are ideally positioned to work on and implement our Journey Monitoring solutions.

You and your talent

This is familiar territory for you (must have):

  • Experience with financial customers’ processes/journeys, for example, with helpdesk processes;

  • Strong analytical skills to translate these processes into the right customer journeys to be monitored;

  • Strong affinity with navigating complex corporate environments like Rabobank;

  • Operate in a complex stakeholder landscape;

  • Have a can-do and self-starting mentality: “I have never tried that before, so I think I should be able to do that” Is your motto;

  • Fluent in English (both verbally and in writing)

It would be really great if you:

  • already have worked with monitoring solutions for customer journeys in the past;

  • are experienced in storytelling and can help us implement this tooling and way of working within our complex organization;

  • inspire, you have an enormous ‘drive,’ are enthusiastic, and like to share your knowledge with your colleagues.

  • have a passion for customers but also an affinity with IT;

  • Have affinity with (scaled) Agile way of working: epics, tribes, and user stories are no strangers to you;

To be considered for this position, you must be located in the Netherlands or elsewhere in the EU and have the legal right to work in the Netherlands. We are unable to consider candidates requiring relocation from another country.

This is what we offer you

  • a gross monthly salary between € 4.292 and € 6.130 based on a 36-hour work week (scale 9);

  • a 40-hour workweek is possible;

  • thirteenth month’s salary and 8% holiday allowance;

  • an extra budget of 11% of your gross salary will be used at your discretion. Buy extra holiday hours, add more to your pension savings, or ask for part of the extra budget to be paid out;

  • a budget of € 750- to set up your home working space and a monthly home working allowance of up to € 40,-;

  • a personal development budget of € 1,400-;

  • a combination of working from home and at the office;

  • 100% reimbursement of commuting costs if you travel by public transport;

  • a pension scheme to which you contribute 3.5% or 5%;

  • 151.2 hours holiday per year + 1 Diversity Day per year.

This is a selection of the terms of employment based on a 36-hour working week. You can find all terms of employment on rabobank.jobs/en/conditions-of-employment.

You and the job application process.

  • Any questions about working at Rabobank and the process? Dino Dzankovic, IT Recruiter via dino.dzankovic@rabobank.nl

  • You can find answers to the most frequently asked questions on rabobank.jobs/en/faq.

  • A security check is part of the process.

  • We respect your privacy.

Everyone is different, and it is exactly those differences that help us become an even better bank. That’s why we want to know who you really are!

#LI-DD1 #BusinessAnalyst #BusinessAnalist #vacamcy #vacature

Vacature Details