Senior Expert Business Processes & AI Transformation (f/m/x)

Senior Expert Business Processes & AI Transformation (f/m/x)

Based in Head Office Operations, this senior expert role drives E2E business process excellence within Operational Excellence, with a clear focus on customer processes and customer journeys. It combines business analysis, process/project management, efficiency management, AI-enabled automation and continuous improvement, including credit card-related processes and support in developing a new customer management system. Strong AI literacy and hands-on experience with AI tools such as Anthropic, Microsoft Copilot, Gemini or comparable GenAI solutions are key prerequisites.

Your Mission:

• Act as senior expert for E2E design, analysis, optimization and governance of customer processes and customer journeys.
• Drive AI Transformation hands-on to create measurable impact on simplification, automation, productivity, quality, speed and customer experience.
• Coordinate cross-functional customer process and project initiatives with Product Management, IT, Operations, the Customer Data Management Tribe, Compliance, agile teams and RBI experts.
• Support the development of a new customer management system by translating process, customer and business requirements into future-ready solution designs.
• Turn customer, business and expert input into AI-supported process designs, user stories and measurable outcomes with clear business impact.
• Support agile/hybrid delivery by clarifying requirements, managing dependencies and ensuring transparency.
• Embed regulatory, compliance, risk and legal requirements in process designs and deliverables.
• Manage process performance via KPIs, service levels and operational data.

Your core competencies:

• 5+ years in customer process management, business analysis, process/project management, digital banking, payments, credit cards or banking operations, preferably in a senior expert role.
• Strong E2E customer process expertise, including customer journeys, process governance, operational excellence and continuous improvement.
• Experience in requirements engineering, user stories, specifications, agile/hybrid delivery and cross-functional collaboration.
• Strong AI skills and hands-on experience with AI tools such as Anthropic, Microsoft Copilot, Gemini or comparable GenAI solutions; ability to identify AI use cases and translate them into process improvements.
• Sound knowledge of banking operations, customer needs, operational risk, compliance and regulatory requirements.
• Strong stakeholder management, communication, facilitation and structuring skills; fluent English and German advantageous for Austrian Raiffeisen Sector collaboration.

What's in it for you:

• Work Life Balance: flexible working hours and extensive hybrid working possibilities.
• Meaningful Career Options: to develop personally and professionally.
• Learning: as part of RBI's DNA and culture.
• Easy Moving: work permit support.
• Easy Commuting: free public transport pass.
• Canteen: healthy, tasty, and heavily subsidized.
• Leisure time activities: attractive sports and cultural offers, free museum tickets and reduced gym membership.
• Saving: vouchers and discounts from the staffs' council, for example for supermarkets.
• Free: salary account and credit card.
• Family Friendly: family allowances, gender-neutral parental leave, part-time work and bilingual company kindergarten.
• Salary: the minimum salary for this position is EUR 3,725.93 gross per month under the applicable Banking Collective Agreement. The actual salary is typically higher and determined individually based on qualifications, professional experience and role requirements.

Your contact: Martin Trnka, Talent Acquisition Team.