Customer Journey Expert | Communication Content Expert | Enterprise Content & Automation

At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in.

‘We are in need of an experienced, strong customer journey expert to join our dynamic Global Tribe “Enterprise Content & Automation” (EC&A). The position is focused on area Communication as a Service (CaaS) Local Delivery NL where you will be the linking pin between business, IT and our customers. With your customer communication- and project management expertise and strong communication skills, you ensure that our solutions are technically fitting, and also seamlessly meet the needs of our stakeholders. The primary focus is to provide our business with communication insights and content advice to ensure most suitable solutions for excellent customer experience, whilst driving realization.’

The position and work environment

Local Delivery NL is responsible for servicing the best fitting communication advice and solutions that follows our communication legal policy, which calls our customers for action or provide personal relevant information through system messaging. Other capabilities we incorporate into journeys are for instance archiving of content, signing and automation, amongst others. 

The team in scope is the front-line towards our business partners like Mortgages, KYC, Consumer Loans, Business Lending, for whom we provide content solutions from a customer communication management perspective. Here we deliver system communication that drives digitization and straight through processing. The CaaS area has a fine mix of customer journey experts, advisors, content developers and communication data experts. The skills and experience are not solely confined to a person yet a shared combination and responsibility within your team. As we are moving towards a self-service business model, the dynamics with our stakeholders and responsibilities are about to change. To remain future proof and be on our target landscape, there is a strong need of someone who is savvy in content solutioning, understands the customer experience direction, is able to advise, manage stakeholders distinctively, drive projects and has a robust notion of streamlining processes to operational excellence.

The area consists of three multi-disciplinary squads where Customer Journeys Experts and (Content) Developers work closely together. You will become part of one of the CaaS areas that drive customer communication change, self-service and content delivery for ING NL. The CaaS areas are in close collaboration with the Global IT Platform areas to transform and utilize their capabilities into usable services for other departments within the bank. 

The role and responsibilities

As Customer Journey Expert for Communication as a Service you:

• have a passion for digitizing business processes and customer journeys:
• help leaders and your team prioritize and address the most critical gaps towards target and lead content projects for ING NL to a meaningful customer and employee experience
• take initiative and ownership on the end-to-end content journey
• provide content design and communication solutions in line with business requirements in an IT landscape
• help manage delivery with the team in a most-efficient way fulfilling roadmap commitments and fitting (area) strategic objectives 
• are an agile advocate and drive ING’s way of working principles towards peers
• nourish and manage your key stakeholders internally and externally in healthy collaboration
• share key information within the team and showcase key contributions across
• analyze processes and offer enhancements for internal operational excellence •         follow the latest developments of your own focus areas

Who are we looking for? 

We search for highly potential and bright people who are fitting our orange values, helping other to be successful, taking responsibility and being a step ahead. Additionally raising the bar for themselves as for others, continuing to embrace the learning heartbeat.

• You have a completed HBO/WO background with at least 3 years relevant work experience with customer journeys and customer communication management – with proven execution power from initiation to implementation
• You have a proven track of data-driven analyses turning gained insights into established improvements
• You are a collaborative person who can take the lead and make a difference
• You speak-up and can express yourself well orally and in writing in both Dutch & English to different stakeholders and you can present ideas powerfully
• You are proactive, have an innovative mindset, and are capable of picturing and streamlining IT &