BTPN : Customer Experience Development Specialist

PT Bank BTPN Tbk

  • South Jakarta, Indonesia
    Menara BTPN, CBD Mega Kuningan, South Jakarta, Jakarta, Indonesia
    South Jakarta
  • Full time
Recruiter was hiring 2 days ago

Job Description

  • Facilitate requirements workshops to engage the various stakeholders to elicit and validate business requirements
  • Work closely with Product Owner and Project Team to design and deliver user stories, process workflow and mock up screen
  • Lead and manage issues during SIT/UAT and ensure all requirements have proper traceability
  • Lead system enhancements, manage project implementations and track production support tasks to maintain BAU

Minimum Qualifications

  • Degree in Information Technology, Computer Science, Engineering or related disciplines
  • At least 3 years banking and project experience
  • Ability to define and translate business requirements into technical requirements and specifications across all digital platforms
  • Relevant technical working knowledge of Customer Experience or Contact Center systems with hands on experience setting up solutions involving ACD, IVR, AI, Chatbot, Video Call, CTI, WFM and Auto Dialler outbound system
  • Excellent communication and written skill (English)
  • Strong communication skills with ability to work collaboratively across the organization including engaging senior management on strategic plans
  • Proactive and capable to handle multiple concurrent initiatives
  • Strong problem-solving skills with Can Do attitude

Jobs Summary

Job level
Associate / Supervisor
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Menara BTPN, CBD Mega Kuningan
Banking / Mortgage
5 openings

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About PT Bank BTPN Tbk

Bank BTPN is a foreign exchange bank and is a merger between PT Bank Tabungan Pensiunan Nasional Tbk (BTPN) and PT Bank Sumitomo Mitsui Indonesia (SMBCI). Bank BTPN is focusing to serve the mass market segment comprising of retirees, micro-, small- and medium-enterprises (MSME) and mass market; the consuming class segment; and corporate segment. The business focuses are supported by Bank BTPN business units including BTPN Sinaya – a financing business unit, BTPN Purna Bakti – a business unit focusing to serve retirees, BTPN Mitra Usaha Rakyat – a business unit focusing on micro businesses, BTPN Mitra Bisnis – a business unit focusing on serving small and medium enterprises, BTPN Wow! – a financial inclusiveness focusing on the unbanked segment, Jenius – a digital banking platform serving the consuming class segment, and corporate business unit which focuses on serving national, multinational and Japanese companies. BTPN also has a subsidiary namely the BTPN Syariah which focuses on serving customers from the mass market. Through the Daya Program, which is a sustainable and measurable empowerment program for the mass market, Bank BTPN regularly gives training and information to improve the customers’ capacity so they can grow and have a chance to live better. Like the two inseparable sides of a coin, the empowerment program is an integrated element in our business model. Through our all products and activities, Bank BTPN always tries to create opportunities for our customers to develop and live a more meaningful life.
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