Customer Experience Manager (all genders)

Beograd, Srbija

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Addiko Bank is an unconventional bank striving for specialization instead of universality. Our mission is to deliver a modern customer experience based on convenience and speed. We emphasize cohesion, diversity, fostering talent and equality while always maintaining the success of Team Addiko at the core of our entrepreneurial values. We are looking for highly driven professionals who are eager to become part of a Consumer and SME focused specialist network in Central and Southeastern Europe, supporting us in expanding our success to Romania.

To strengthen our team and to achieve our entrepreneurial mission and vision, we are looking for a:

Customer Experience Manager (all genders)

Belgrade,hybrid          Full-time (40 h)          Senior            Group Market Expansion

Are you a seasoned Business Manager with a passion for driving strategic insights? If you have a wealth of experience as a Product Owner or Senior Business Analyst and are ready to lead and shape the future, join Team Addiko in the role of Customer Experience Lead and play a pivotal role in advancing our mission and expansion to Romania.

The Perks of Joining Team Addiko

  • Taking care of employees health through private health insurance
  • Flexible working hours
  • Mentoring program
  • Opportunities for professional development
  • Working with a professional and motivated team
  • Working in an international environment

About Your Role

  • In your role as a Customer Experience Manager, you will combine profound project coordination and team lead capabilities with advanced business analysis skills in the area of digital journey for lending and savings products
  • Your primary responsibility will be the integral coordination and collection of business requirements that are defined based on best practices in the banking and fintech industries, aligned from regulatory perspective, risk management, operational and internal IT capabilities, and translate them into user stories that create seamless digital user experience
  • You can flexibly formulate and document comprehensive user stories that reflect transparent customer journey and, at the same time, provide ultimate clarity for IT developers, testers, and integrators
  • In your position, you will be responsible for systematically overseeing the coordination of the implementation and delivery process of digital solutions. This involves managing multiple units situated in various geographical locations within the CEE region. The role demands a wide-ranging focus, necessitating both the ability to maintain a strategic overview and the capacity to delve into details at any stage of product or user journey specification
  • You possess a strong grasp of how risk rules, compliance regulations, and legal considerations can affect the customer experience and ensure that while staying compliant, the customer experience remains user-friendly and accessible
  • You can define and visualize data flows between various banking and third-party systems, assess their impact on the customer journey, and generate a project plan with task prioritization based on content-driven scoping of activities
  • Being a part of the Group Market Expansion team, you will conduct extensive market research in Romania to identify growth opportunities, understand prevailing market trends, and discern customer preferences specific to this region and simultaneously, you analyze competitor activities, scrutinizing market dynamics, and evaluating regulatory factors that exert an impact on our business within the Romanian market
  • The preparation of project status overviews, facilitation of meetings, tracking of task execution by team members falls under your governance

Is this You?

  • You have a Bachelor’s degree in business, Finance, or a related field
  • You have proven experience of 5+ years as a product owner, product manager or senior business analyst ideally in the digital banking area
  • You have deep expertise in retail lending and digital customer experience and demonstrate agility in understanding IT architecture of the bank with its interdependencies
  • Excellent documentation skills of business requirements
  • Advanced project management competencies
  • Excellent command of English both in spoken and in written
  • Strong analytical skills with the ability to collect, analyze, and interpret complex data
  • Excellent skills in defining concise business requirements to banking products, services and online customer journeys
  • Intuitive handling of MS Office 365 tools and proficiency in data analysis tools and software (e.g., Excel, data visualization tools), Confluence, Jira
  • Excellent communication and presentation skills
  • Detail-oriented, with a high level of accuracy

How to Become Part of the Team

By joining Team Addiko, you will enter into an environment that encourages innovative solutions and a culture of togetherness in which we respect feedback and nurture human relationships. A culture in which “we” means that everyone has their “I” and every self is part of the team.

Can you see yourself joining our team of unconventional bankers? If so, we would be happy to receive your application until 20.12.2023.

Customer Experience Manager (all genders)

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Customer Experience Manager (all genders)