Customer Journey Expert

**Join our team as a Customer Journey Expert!

Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally.

Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion.

We are seeking a Customer Journey Specialist to develop proactive engagement strategies for existing customers across multiple channels. In this role, you will collaborate with stakeholders to prioritize engagements that align with our company KPIs. You will also ensure the availability of necessary Customer Lifetime Value Management (CLVM) information to support the frontline team, analyze the results of proactive engagements, and adjust activities to enhance efficiency and sales outcomes.

What You Will Do:

• Design and maintain well structured, result-oriented customer and sales processes in all channels
• Unify and transform existing local processes into pan-Baltic processes in scope of CLVM
• Support customer relationship management process implementations and overlook the progress
• Plan front -line capacity to maintain needed proactivity to succeed with set KPIs
• Run monthly results analysis on call lists performance per country/product/front-line role
• Collect and also provide feedback to stakeholders and suggest improvements
• Trouble shoot the root cause of customer or employee’s problems and identify the actions required to improve customer or employee experience
• Support new triggers distribution at Retail by ensuring proper triggers description and trainings
• Participate in various projects, where knowledge of Retail Banking processes is needed
• Design training programs or give input to existing ones, based on sales or service process priorities

What We Expect:

• Proven work experience in project management, preferably in process design field and customers related role
• Educational background in Economics, Business Management, Customer service or any related field
• Good knowledge of Retail processes and customer service principles
• Great stakeholder management skills
• Analytical and structured thinking with an ability to simplify complex solutions and attention to details
• Readiness to take ownership
• Development focus and flexibility, openness to a change
• Fluent English is required in spoken and written communication and local language skills

What We Offer:

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humor and having fun
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed
• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life
• Professional growth. Internal and external training programs, workshops, conferences, online training etc.
• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
• Gross salary. 2980 - 3700 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is 13th of the June. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!