Customer Journey Specialist

Join the best bank to work for in Bulgaria*

Who we are:
Do you want to join a well-established bank with a start-up culture? No, we’re not joking!

We, at tbi, have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that?

It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 80% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.

Do you want to play a key role in our unique success story?

If so, we're looking for a Customer Journey Specialist to join our team on the journey to success!

What You’ll do:

• Contribute to the optimization of the user experience throughout the lending process, ensuring seamless interactions from application to disbursement
• Perform market research for the most recent digital lending customer journeys by means of mystery shopping and digital lending product commercial terms monitoring, regularly perform competition reviews
• Daily monitoring of the General-Purpose Loan digital flow and solving case by case issues our customers are facing, ensuring coordination with digital lending tribe functions for timely fixes
• Use JIRA: production issues logging and monitoring for the digital lending journeys, prepare user stories to depict to the development team business needs
• Execute related tasks supporting the communication through digital channels (Newsletters/SMS/ Push notifications, Stories) with our online lending customers in close coordination with marketing, and customer lifecycle management teams
• Prepare ad-hoc reports, analyse customer feedback, other administrative tasks on product/customer journey initiatives (including procurement related tasks, product materials etc.) assigned by direct manager

What you’ll need to succeed:

• Previous experience in the banking industry and good knowledge of lending products and processes
• Passion for improving digital flows
• Experience in the preparation of detailed reports and presentations
• Fluency in English
• Strong interpersonal and analytical skills
• Technical background is an advantage
• Proficiency in Microsoft applications including Word, Excel, PowerPoint and Outlook. 
• Experience with Atlassian Jira, Microsoft Visio or Lucidchart would be considered an advantage

What we offer:

• Seize the opportunity to grow your career
• Engage in exciting and meaningful work
• Get recognition for your work and attitude
• Become part of a large, friendly and supportive team
• Get additional private health insurance
• Receive special prices for multisport card and multiple retailers
• Obtain preferential prices for our banking products
• Enjoy a great location in Sofia’s city centre near NDK and South Park

Visit our Career Page to learn more about what makes us different.

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates.

*We are ranked the top bank and top 4 employer to work for in Bulgaria according to Kaderabotim.bg official 2023 employer rankings.

All applications are treated with utmost confidentiality.

By submitting your job application to tbi bank, you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.