We are currently looking for a Customer Journey Specialist to join our Business Services Competence Centre and be responsible for developing and maintaining insurance and credit products for individual customers, with a strong emphasis on designing, improving, and managing sales and service processes. The specialist would analyze customer needs, create business concepts and requirements, and ensure product compliance with regulatory standards. Responsibilities include monitoring product quality, implementing changes across distribution channels, and collaborating closely with risk, UX/CX/TX teams, and other internal stakeholders.
responsibilities :
Developing and enhancing insurance and consumer finance products for individual customers
Analyzing customer needs and translating them into product improvements and new functionalities
Designing, optimizing, and monitoring customer journeys for insurance and credit processes
Maintaining and updating the existing product portfolio (cash loans, overdraft)
Conducting business analysis and preparing product assumptions, epics, user stories, and acceptance criteria
Implementing changes and improvements across all distribution channels
Collaborating with risk teams to optimize credit policies and processes
Working with different units to improve customer experience in all touchpoints
Executing communication activities and supporting initiatives that enhance sales effectiveness
Providing product support to sales channels and operational teams (BAU)
Conducting market and competitive analysis (benchmarks)
Ensuring product compliance with legal, regulatory, and internal requirements
Expert knowledge of insurance products, processes, banking services, and distribution channels
Hands‑on proficiency in implementing insurance products and processes end‑to‑end — from market and customer needs analysis to product deployment across multiple sales channels
Knowledge of UX and the principles of CX and TX
Practical knowledge of Agile methodologies
Familiarity with JIRA and various supporting tools (graphic, communication, sales, data analytics, and visualization)
Strong background in consumer lending
Experience collaborating with teams responsible for customer experience
Ability to define analytical areas, draw conclusions, present analytical results, and prepare recommendations
Strong teamwork skills, ability to stay focused under time pressure, a positive attitude, openness to change, creativity, and the ability to propose innovative, non‑standard solutions
Fluent Polish required
Residing in Poland required
offered :
Great Place to Work since 2015 - it’s thanks to feedback from our workers that we get this special title and constantly implement new ideas
Employment stability - revenue of PLN 2.1BN, no debts, since 2006 on the market
We share the profit with Workers - over PLN 76M has already been allocated for this aim since 2022
Attractive benefits package - private healthcare, benefits cafeteria platform, car discounts and more
Comfortable workplace – class A offices or remote work
Dozens of fascinating projects for prestigious brands from all over the world – you can change them thanks to Job Changer application
PLN 1 000 000 per year for your ideas - with this amount, we support the passions and voluntary actions of our workers
Investment in your growth – meetups, webinars, training platform and technology blog – you choose
Fantastic atmosphere created by all Sii Power People
