AlphaCredit, the leader in consumer credit in Belgium and Luxembourg, is part of the BNP Paribas group. We offer a full range of credit solutions, through our professional partners or directly, to end customers. Active for more than 30 years, our experience allows us to make the dreams of thousands of customers come true with a responsible approach.
The team
AlphaCredit is looking for an E2E Customer Journey Expert to join our Benelux team in our offices in Brussels.
The E2E Customer Journey Expert will be within the MyOnboarding Tribe that covers the businesses Automotive (loans, leasing and wholesales), Retail and B2C in the Benelux and reports to the Tribe Lead.
What is my mission?
As a Customer Journey Expert, my mission is to guarantee the operational efficiency of business processes. My objective is to ensure the end-to-end vision enabling best-in-class Partners, Customers and Employee’s Journeys, minimizing operational risk and optimizing costs.
Your Function:
- I am responsible for one or several processes of the Product/Customer Journey of my Tribe:
- I contribute the Tribe’s E2E customer journey strategy, ensuring ongoing optimization of the cost-to-serve and leveraging automated and industrialized process;
- I enrich and update processes in context of customer journey redesign with support/input of all different stakeholders (NPS team, operations, business representatives) and exchange action plans of the Tribe;
- I am responsible for documenting processes (creating, updating, deleting) to align all contributors.
- I monitor the performance and quality of the Product processes (NPS, NPE, n° of incidents, etc.) to improve them;
- I actively participate in the Life and Ceremonies of the Tribe I belong to, constantly sharing our Agile Values and Principles.
- I represent the journeys for which I’m responsible within all tribes.
Who am I interacting with?
As an E2E Customer Journey Expert, I belong to my Tribe, and I interact with other teams to develop both our Products and our Expertise:
- I work with my Stakeholders to make sure I have a correct and complete view of their way of working and the challenges met by them.
- In the Tribe, I work especially with the Tribe Lead, in order to provide him/her with the information needed to establish the Tribe Vision;
- Within the Tribe, I work daily with the other POs in order to coordinate from an end-to-end Journey perspective;
- I share best practices and concerns with other E2E Experts in the company within a Community of Practice.
Your Profile:
- You have knowledge of financial products from both an operations as a commercial point of view.
- You are familiar with an Agile Way of Working
- You are able to understand the needs of all stakeholders in sufficient detail without losing sight of the bigger picture.
- You have the ability to inspire others & generate people's commitment.
- You are fluent in English (French and/or Dutch are a plus).
Our Offer:
- A challenging position with many internal and external contacts, in an environment that is constantly evolving.
- Working for a growing company within the strong BNP Paribas Group.
- High learning and career opportunities.
- You will be able to step into our “Flex Income Plan”, which allows you to convert the end of year premium (fixed collective moment of choice each year) in one or multiple advantages (insurance, additional holidays, internet subscription, mobility solutions…).
Promote access to more responsible and sustainable consumption to support our customers and partners.
AlphaCredit, the leader in consumer credit in Belgium and Luxembourg, is part of the BNP Paribas group. We offer a full range of credit solutions, through our business partners
AlphaCredit is committed to promoting an inclusive and respectful work environment, where every individual is valued regardless of race, gender, age, religion, sexual orientation, disability or any other characteristic protected by law.
Any form of discrimination is strictly prohibited by our Code of Conduct.
