Job Introduction
At Handelsbanken UK, we are about to embark on an exciting Business Transformation, a cornerstone of which will be our IT modernisation journey. The transformation will evolve and enhance our technology systems, processes, ways of working, services and channels. Underpinning this will be our unique, decentralised business model, branch focus and customer centric business strategy that allows us to fulfil our customer’s banking needs with a tailored service and a product portfolio that’s right for them.
Working within the Customer Management team, you will be working as part of a multi-disciplinary agile team, responsible for the product development of customer management services, ensuring focus on user centric, reliable and efficient services that meet business and user needs. Translating between business needs and technical delivery by gathering, analysing, and documenting requirements, supporting solution design, and ensuring that the final product meets agreed business objectives.
Main Responsibilities
- Business Process Improvement: Creating new and improved approaches to performing business activities. Understanding existing customer management processes in the business, where and why customer data is used, and identifying, recommending and implementing changes to customer management processes.
- Business Modelling: Producing abstract or distilled representations of real-world, business situations. Level 0 to level 3 process models for customer management processes (update, create, close etc.). Prior experience in using BPMN (the Bank’s standard in business modelling notation) is desirable.
- Acceptance Testing: Validating systems, products, business processes or services to determine whether the acceptance criteria have been satisfied. Identifying and writing acceptance criteria for features and stories, supporting the definition of, writing and validation of tests against the criteria, supporting testing as required, signing off testing against acceptance criteria.
- Organisational Change Management: Planning, designing and implementing activities to transition the organisation and people to the required future state. Identifying where changes to how customer management processes are performed will impact business organisation, business roles and responsibilities, and defining and implementing changes. Supporting the delivery of changes, to include training and awareness, creation of communication materials.
- Stakeholder Relationship Management: Creating new and improved approaches to performing business activities. Working with stakeholders, delivery teams and users. Identifying the customer management stakeholders, facilitating workshops and sessions to understand their needs, separating needs from ‘wants’, managing collaboration, conflict resolution and agreement, ensuring alignment with the customer management direction and approach.
- Methods and Tools: Ensuring methods and tools are adopted and used effectively throughout the organisation. Tools include, but are not limited to Jira, Confluence, MS Visio, MS SharePoint, MS Teams and virtual white boarding tools.
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- Previous Financial Service Experience (Highly Desirable)
- Business Situation Analysis: Investigating business situations to define recommendations for improvement action. Understanding the business need for customer data, analysing customer management data usage, identifying inefficiencies in processes and unnecessary data usage, and identify opportunities for improvement.
- Feasibility Assessment and Business Case Development: Defining, evaluating and describing business change options for financial, technical and business feasibility, and strategic alignment. Research and analysis into current customer management problems, understanding options to address the challenges and making considered recommendations for how to progress.
- Requirements Definition and Management: Managing requirements (e.g. features and stories) through the entire delivery and operational life cycle. Establishing the user and business needs that the customer management team should be focusing on, identify customer management requirements through interviews, workshops, surveys, observation, research, data analysis. Identifying true user and business needs that solve problems as opposed to ‘wants’. Using evidence and data to support decision making on scope, solutions and how to break down requirements into features and stories. Recommending and structuring work into iterations to deliver early value. Working with the developers and QA testers to ensure stories meet the definition of ready. Supporting the team in understanding feature context and scope, clarifying requirements and support when estimating each story.
Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology system systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.
Check our Handelsbanken website for further information
At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.
What is in it for you?
- We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
- Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
- A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
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