Customer Journey Expert / Senior business analyst CLPF

Join Rabobank as a Customer Journey Expert / Business Analyst in Core Lending and Project Finance

As a Customer Journey Expert / Business Analyst in the Core Lending and Project Finance area within the Financing Journey tribe, you are the link between the business lines, architecture, and delivery parties – internal and external. Together with the other squad members, you ensure continuous product delivery and play a key role in implementations or migrations.

We have about 50 nationalities in the Area. End-users and stakeholders reside in different locations across the globe. Teams are mostly spread across the Netherlands, Romania, and India. We work in an open, inclusive, and informal environment where everyone can be themselves and is appreciated for who they are.

You and your responsibilities

The Core Lending and Project Finance area roadmap is in development. We serve primarily our internal organization: front-office, mid-office, back-office of our Corporate lending operations servicing the loans to customers, and internal Finance / Risk for their general ledger management and (regulatory) reporting activities. As an area, we need to double down on process simplification, process improvement, and digitization in the loan administration / loan servicing and reporting journeys. We currently have three DevOps Fastr teams, using Appian low code technology, and we look to scale.

As a part of the team, you’d be busy with:

• Identifying problems worth solving
• Challenging stakeholders on the “why” behind, getting to the core of problems and identifying the pains, the gains, and the jobs to be done on a specific journey (step). Gathering relevant business, technical, and non-functional requirements
• [Depending on seniority] Helping to develop cross-department journeys and embed customer-centric way of working in the Fastr teams
• Developing user stories and documentation, supporting development of training materials
• Working with the technical team members and stakeholders to bring those journeys live
• Living the DevOps mentality by taking part in SDLC processes such as educating the users, testing, investigating production incidents, or supporting the stand-by shifts
• [Depending on seniority] Owning / driving cross-team planning and delivery for the issues where other teams are involved
• [Depending on seniority] Supporting PO in managing part(s) of the backlog you are responsible for
• Ensuring activities related to compliance with internal cybersecurity standards are part of the DoD

Technology stack

The team works in a complex IT environment, where Appian is the primary low-code technology to build our applications. Appian workflows connect to APIs of other core systems, where the primary one is Oracle Flexcube. We are heavily using JSON APIs and Microsoft Azure DevOps, and further use Azure, AWS, Cloud Foundry, Databricks, and other technologies in our products.

You and your talent

Generic role requirements

• Minimum 5 years work experience as a customer journey expert, business analyst, process manager, corporate banking mid/back office, business roles - or in a technical role in a corporate banking domain
• Experience in Lending / Facilities / Fees, Agency or Payments domains
• A strong conceptual thinker, able to analyze complex business processes and value chains and envision better solutions
• Ability to see through the “faster horses” and understand the “why” behind
• Excellent communication skills
• Ability to influence stakeholders at different levels within the organization
• A natural connector, able to unite diverging viewpoints and interests in a heated discussion

Leadership role requirements

• You are a team player, capable to coach [junior] team members and keep developing yourself and the people surrounding you
• A “mover and shaker” personality, loving change and not accepting stuff for granted

Delivery role requirements

• Experience in design thinking and customer journey development techniques
• Experience in creating process flows and optimizing systems
• Preferred: experience with Oracle Flexcube
• Preferred: experience with Appian, JSON, MS Azure DevOps
• Ability to deliver high quality artefacts for business, IT and security / compliance

Are you not ticking all the boxes but excited about the role? Apply if you think you will fit into our team. 😊