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 creative 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 innovative 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