Sr. Business Analyst – Harmonization (Service)

at  NN Group

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At NN Group, our ambition is to be an industry leader, known for our customer engagement, talented people, and contribution to society. We are strengthening our emphasis on enhancing operational efficiency, and therefore we are focusing on standardisation, automation, and re-use without losing our focus on CX and growth. Technology and data will enable us to successfully transform our business. To achieve this, in International we have embarked upon a transformation journey, our Ambition 2027, focusing on several workstreams across our markets. We are excited to work towards our ambitious goals for the future. Are you up for a new challenge and would you like to help us shape the future? Read more below and apply!

As the Sr. Business Analyst responsible for driving process harmonization across the service and operations domains at NN International, you will have a chance to re-design processes across multiple territories. You will be part of the Digital & Frictionless Journeys workstream focusing on core operations (i.e. Service) across 8 different countries within the NN International network. Our goal is to drive significant digitization, automation (e.g. STP), and self-service enabled processes to improve efficiency and reduce customer effort. Initially, your focus will be on harmonizing processes with the assumption that they will be deployed in the Salesforce (Financial Services Cloud) platform.

With a focus on enhancing efficiency, ensuring consistency, and improving the customer experience, the successful candidate with lead initiatives to harmonize processes to align them with industry leading practices (whilst meeting regulatory requirements). Collaborating closely with stakeholders from various departments and countries, you will leverage their knowledge of the process to design, document, and implement a new “standard” process across business units. This role requires:

• The ability to lead process mapping workshops and facilitate discussions to gather requirements and gain insights from key stakeholders (in multiple countries)
• Experience harmonizing processes (in line with industry leading practices) and the guarantee that the agreed-upon “to-be” process is implemented as planned with stakeholders
• The ability to analyse existing processes to identify bottlenecks, inefficiencies, and opportunities for improvements and automation – informed by OOTB functionality available in core platforms
• The ability to use available data (e.g. from dashboards) to inform design + prioritization decisions
• A deep understanding of insurance business processes and a proven track record in process optimization
• Experience with such efforts in core service platforms (e.g. Salesforce FSC) is highly beneficial
• To work as a “bridge” between the business and IT development teams, from top management to end users