Description
Journey Experts optimize end-to-end customer journeys and improve the customer experience by devising innovative solutions, services, products or propositions.

Roles and Responsibilities

- Engaging stakeholders and understanding their business processes relative to Card Transaction Research and Settlement needs for now and into the future
- Developing change supporting documentation such as business processes, ETE Process Maps, training material and communications
- Facilitating workshops, presentations, and training sessions
- Liaising with other squads to understand interdependencies and risks
- Assess and manage the change impact and readiness for stakeholders
- Support delivery of change management activities and deliverables aligned to ADF throughout the project's lifecycle

Description
Journey Experts optimize end-to-end customer journeys and improve the customer experience by devising innovative solutions, services, products or propositions.

Roles and Responsibilities

- Engaging stakeholders and understanding their business processes relative to Card Transaction Research and Settlement needs for now and into the future
- Developing change supporting documentation such as business processes, ETE Process Maps, training material and communications
- Facilitating workshops, presentations, and training sessions
- Liaising with other squads to understand interdependencies and risks
- Assess and manage the change impact and readiness for stakeholders




- Support delivery of change management activities and deliverables aligned to ADF throughout the project's lifecycle

Mandatory Knowledge, Skill and Experience Requirements

- An intense passion and curiosity for customers, their needs and wants, putting them at the center of everything you do
- A desire to optimize customer journeys and experiences
- Existing functional experience or expertise in one or more of the following disciplines: Business Analysis, Learning & Facilitation, Change Management / Implementation, Business Process Architecture, Performance excellence, Assurance, Marketing, Products or Channels
- Ability to explore customer needs in a data-driven way, develop and implement cutting-edge solutions, test the outcomes, and iterate
- Domain or segment knowledge relevant to Payment Switching tribe (desired, but not mandatory)
- An end-to-end appreciation of the customer journeys for Payment Switching/Switching Settlement (desired, but not mandatory)
- Interest in and affinity for Technology
- Business analysis
- Detailed knowledge of business analysis, experience in elicitation techniques and competent in gathering and articulating requirements.
- Knowledge of tools and frameworks that can enhance solutioning

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📌 Journey Expert/Cards BA (Melbourne)
🏢 eTeam
📍 Melbourne