BMG Customer Journey Expert - Product Area Customer Administration

As a Customer Journey Expert (CJE), you will contribute to Bank Mendes Gans (BMG) becoming the bank which provides top notch services and products for our customers in Netting and Cash Pool. Together with the Product Owner, you lead and manage the end-to-end customer journeys from design to development and implementations in this field. The core in these journeys is not about what BMG wants to build, it is about what value we want to deliver to our customers.

Bank Mendes Gans (BMG) as an organization

BMG is a niche bank for liquidity and information management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. BMG serves its multinational client base with an integrated range of liquidity and information management services supported by a high level of professionalism and personal service. BMG is a full subsidiary of ING and is part of ING Wholesale Banking.

BMG Company culture

• A customer centric and result driven mentality with professional, high-quality standards
• An organization that values initiative and entrepreneurship
• A true hands-on mentality
• An informal working environment

Your work field

As a Customer Journey Expert within the Customer Administration product area, you will contribute to BMG becoming the bank which provides top notch services for our clients. In close alignment with our stakeholders, you will work on launching and continuous improvement of our products.

The Customer Administration product area oversees three key areas: Client Data self-services, BMG tools and In-house Bank administration. The Client Data self-service squad provides maintenance services for client data such as companies and accounts. The BMG tools squad maintains a group of tools that enables BMG employees to be more productive. The In-house Bank administration squad develops and maintains an administrative service that allows clients to be their own bank and provide their own liquidity management services to their group companies.

This broad scope requires you to be able to switch fast and to connect analytical skills to practice. You really want to mean something for BMG customers and internal stakeholders. You get energized by completing customer journeys and delivering impactful results to the customer. Additionally, you have tangible experience with process improvements, and you stand for the quality and development of your product.

What are you going to do?

In daily close collaboration with your Product Owner, squad, UX, communication, and business representatives, you are continuously working on designing, developing and implementing product improvements driven by fact-based (customer) insights, before and after introduction. The goal is creating the desired value and outcomes for our clients. You also ensure that successful propositions are implemented and secured in the operational processes of BMG.

The process of defining and setting up a customer journey is in full development. You focus on continuous improvement of the customer journey process, so BMG can help the customer to fulfil their business needs.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

You are an enthusiastic professional who gets energy from working on concrete and tangible results. You like achieving this by working together with multidisciplinary team(s) and jointly taking responsibility in realizing the purpose of your squad. At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to achieve the result. Customer centricity is your primary driver. In short, you take the initiative and operate independently, but you also attach equal importance to cooperation and the joint achievement of the objectives. You are driven to continually develop and / or broaden your own expertise.

Furthermore, you have:

• You currently reside in the Netherlands.
• You hold a Master’s degree, preferably in Finance, Economics, Business Administration, or Business Analytics.
• You have a solid understanding of the wholesale banking industry and preferably familiarity with BMG’s products and organization.
• You bring 3+ years of relevant experience as a Customer Journey Expert or in Product Management.
• You are analytically strong and able to structure complex problems. Your analysis provides clear insights into improvement opportunities, and out-of-the-box thinking comes naturally to you.
• You are solutions-oriented and capable of explaining complex topics in a clear and accessible way.
• You are driven, customer-focused, and enjoy collaborating with a wide range of colleagues.
• You translate qualitative insights into relevant and impactful propositions and improvements, enabling strong alignment across different disciplines within BMG.
• You demonstrate excellent stakeholder management skills (e.g. IT, Operations, Front Office).
• You show strong curiosity for Artificial Intelligence and actively explore AI tools, models, and use cases to drive smarter and more efficient ways of working.
• You are fluent in written and spoken English; understanding Dutch is considered an advantage.

Rewards & benefits

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working (minimum 2 days) for collaboration and co-creation.