The Fintech Talent Development,Competency, and Manpower Study

The Fintech Talent Development, Competency, and Manpower Study 73 The 13 Core Competencies for Fintech Professionals Business & Customer Competencies 6. Value Creation Collaboration People with the value creation collaboration competency understand the broader ecosystem that the organization operates within, including the mutually aligned vision, mission, and purpose of its stakeholders. They excel at identifying opportunities to build external relationships that are beneficial to the organization and fintech industry. They build trusted relationships in the industry, and act with flexibility and adaptability in building sustainable and beneficial partnerships in the development of ecosystems, solutions, and services. They lead or participate in industry initiatives such as the development of industry standards and guidelines. 7. Customer Experience Journey Individuals who understand customer experience journey know and understand who the customers are, including their lifestyle, profile, and buying patterns. They understand and empathize with the real, underlying needs of customers beyond those initially expressed. They gather and analyze information of targeted customer segments to construct various personas and to understand where the market is heading to anticipate customer wants and needs. This guides the design of user touchpoints, products, and services. Along the customer journey, triggering moments are also identified to develop appropriate interventions, such as alternative channels, partners and platforms to deliver customer engagement.