Customer Journey Expert - Universal II

<p><b>Purpose of the job</b><br/>In your role as Customer Journey Expert (CJE) in the WB CTO Corporate Customer Data Domain (CCDM) Tribe, you will play an important role in the design and implementation of E2E customer data-related journeys for Wholesale Bank. These are journeys that are used directly by our customers but can also be used by ING colleagues servicing customers or requiring customer data for their purposes.</p><p><br/><b>Your role and work environment</b><br/>As Tribe CCDM our purpose is to transform Wholesale Banking from a product to a customer centric digital organization, with one core customer view (for organization, hierarchy, agreement references, associated individuals, and mandates) and consequently maximize the possibilities of self-servicing in processes for corporate customers.</p><p><br/>CCDM is a new organisation with an unprecedented focus on customer data journeys in Wholesale Banking. There will be several challenges to overcome:<br/>- Design, deliver and maintain End2End journeys for customers and ING colleagues across the globe.<br/>- Security and compliancy across customer journeys and IT assets<br/>- Stakeholder alignment to deliver and support the delivery of One Wholesale Bank experience through all WB locations surrounding customer data journeys<br/>- Seducing business stakeholders with best-in-class journeys and undisputed data quality/ownership<br/>- Strategic development upon target technology</p><p><br/>As CJE within the CCDM Tribe, you will work on the development of a differentiating customer experience and ING- experience in a dynamic environment where customer needs, ING needs and STP are central. Following the Think Forward strategy, develop, and facilitate in realising a differentiating customer and employee experience. The CCDM Tribe works with an ING WB-wide scope, in self-managing multidisciplinary teams (squads). Together with other experts within ING's (WB) organization you will work on a joint end-to-end mission.<br/>In this CJE role you will be responsible for the run and change of end-to-end customer data related journeys for WB customers that support the realization of the overarching ING WB digital vision. You will ensure that journeys are strategically aligned and designed in a plug ‘n’ play fashion where it could be initiated as a standalone journey by customers and/or colleagues, or as an integrated secondary journey (triggered by another digital journey).</p><p><br/>You will share a collective responsibility with your direct CCDM colleagues to improve ING’s performance through the design and implementation opportunities of customer data to better serve and delight customers. You will have an eye on the long-term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the WB organisation on the customer experience across the value chain. You will proactively anticipate dependencies and collaborate across WB Tribes, countries, and other ING organizations as it relates to the customer experience design across products, countries, and channels.</p><p><br/>You will work with all the stakeholders of Wholesale Banking working in other product lines, COO, Tech and functions like Risk and Finance. You will be based in Amsterdam.</p><p><br/><b>Your key responsibilities</b><br/>• Representing the voice of the customer with a unified and connected overview of <span>customers’experience,</span> maximizing data reusability.<br/>• Re-imagine journeys by supporting and managing cross-functional teams to build truly seamless (digital) end-to-end journeys in line with the CX methodology<br/>• Make sure that after implementation the end-to-end journey adheres to all customer requirements (you have a change and run responsibility)<br/>• You are capable of both keeping the bigger picture in mind and at the same time looking for quick wins where applicable.<br/>• Offering solutions by seamless integration into the value chain of our WB clients and by connecting it with other internal and external tooling capabilities<br/>• Safeguard our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance<br/>• Apply your experience in supporting to build and manage the journeys with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services<br/>• You have a vision on the purpose and added value of the customer journey which you will also translate in objectives and KPIs<br/>• For the Customer Journey within you responsibility you will build and maintain a roadmap and prioritize the order.<br/>• You lead the process review boards / scrum of scrums<br/>• You manage the stakeholders for your journey</p><p><br/><b>We are looking for</b><br/>A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas