Customer Journey Expert - Pega

As a Customer Journey Expert, you provide a differentiating experience for our customers anytime anywhere at optimal value and profitability for ING WB. The Customer Journey Expert is part of the end-to-end development, management, harmonisation and phasing out of products, services and processes and is familiar with the relationship between these.

Your role and work environment

As Customer Journey Expert within the DB&CSS department, you will work on the development of a differentiating client experience in a dynamic environment where Fintechs, innovation and customer needs are central. The purpose of us is to shape the future of work by bringing together people, processes & technology and deliver intelligent solutions for e2e processes to improve employee engagement and customer experience.

The DB&CSS department works with an ING WB - wide scope. In self-managing multidisciplinary teams (squads) together with other experts within ING's Agile organisation you will work on a joint end-to-end mission. When applicable you can fulfil the role of Product Owner within a squad, keeping track of what is achieved within a squad and the priorities used.

In this role you will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities 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 DB&CSS department on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the WB Tribes as it relates to the customer experience design across products, countries and channels.

Your key responsibilities

As a Customer Journey Expert, you:

• Are representing the voice of the customer, have a strong vision how to attract and retain them and focus on continuously improving their journeys.

• Reimagine journeys with cross functional teams and manage collaborating across functions to build truly seamless end-to-end journeys.

• Will share the responsibility to provide a differentiating experience and realise change by design, develop & implement services for our clients from an end-to-end mind-set, allowing them to stay a step ahead in life and business.

• Determine – in consultation with your Chapter Lead and Department Lead – the features and users stories that improve the customer experience. And when development is done, test these deliverables before go live.

• Define business requirements for the development of services and play a supporting role in the QBR.

• Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).

• Evaluate our way of working with the aim to continuously improve.

We are looking for

Besides the qualities that are described in the Orange Code, you are an inspiring, approachable candidate and pioneer of the cross-border culture, displaying the following behaviours:

• Ability to take responsibility to develop of Customer Journeys based on facts and data.

• Ensure compliance with ING’s policies and standards.

• Managerial courage to question colleagues across the value chain.

• Ability to think out of the box and drive innovation.

• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. You like to connect people and clear communication is a matter-of-course for you.

• Strong resilience: ability to navigate through ambiguity.

• You get energy from working on concrete and tangible results in a complex and continuously changing environment.

Proven track record and skills required

• Master’s degree.  

• More than 5 years’ proven track record at working with clients and designing customer journeys.

• Experience in guiding and realising change in international roles.

• Personality and the capabilities to optimally function within an Agile environment.

• Experience in guiding and realise change.

• Analytically strong and make decisions based on data and facts.

• Creative, innovative, and strategic thinker with an eye for detail.

• Communicative and organisational strong, you actively ask for feedback, but you also give constructive feedback on the work of others.

• You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.

• Native (or fluent in) English.

• Experience