Customer Journey Expert ‘Plan Ahead’

Customer Journey Expert ‘Plan Ahead’

Do you thrive when simplifying complexity and creating exceptional digital CX? And are you passionate about helping people take control of their financial future? If so, ING has the perfect opportunity for you!

We're looking for a driven and innovative Customer Journey Expert to join our team and play a critical role in the global expansion of our financial planning (light) tool, Plan Ahead. Plan Ahead empowers our customers (and their partners) to easily navigate the often complex world of finance, with the help of an advisor where needed. And we're ready to take it to the next level and roll-out globally in the coming 18 months (codename: ‘Game Plan’).

Or as we like to say: “We re going to nail it and scale it!”

If join our team, you become part of the IRIS &Plan Ahead product team in the Assisted-area of the Digital, Assisted & Customer Interactions Tribe NL. Yes that is a mouthful, but basically it means you will have many knowledgeable colleagues (on data, UX, Web and Mobile) all in the same tribe. And colleagues who know everything about IRIS (employee platform for sales and servicing), Interaction solutions (incl. our GenAI chatbot), CRM and appointment booking in the same area.

Your Mission:

You will be instrumental in launching Plan Ahead in Spain and Italy, while also elevating the existing tool (currently used in the Netherlands and Belgium) to a near-perfect 9.5 out of 10 customer experience. This means understanding the intricacies of financial planning and translating complex information into a seamless and intuitive user journey. You’ll be a champion for our customers, ensuring they feel empowered and informed every step of the way.

Your key responsibilities

• Scale the product: adapting and launching Plan Ahead in new markets (Spain and Italy initially), considering cultural nuances and local regulations.
• Elevate the CX: Analyse the current customer journey, identify pain points, and develop innovative solutions to enhance the user experience to a 9.5/10 level.
• Simplify complexity: Translate complex financial information into clear, concise, and engaging content and interactions, considering the non-linear nature of financial planning.
• UX collaboration: Work closely with UX designers and developers to bring your vision to life, ensuring a smooth and effective implementation of your proposed solutions.
• Teamwork: Collaborate effectively within a diverse team of experienced colleagues and new joiners, fostering a collaborative and supportive environment.
• Customer Focus: Maintain a strong customer-centric approach, constantly seeking feedback and insights to inform your decisions.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Furthermore, you have:

• Master’s or bachelor’s degree with relevant experience delivering top-notch end-to-end customer journeys based on PACE
• A compelling vision when it comes to exceptional digital customer experiences.
• Experience in customer journey mapping and optimization. Knowledge of nudging is a plus
• The ability to simplify complex information and translate it into user-friendly digital solutions.
• Strong communication and collaboration skills to work effectively x-cultures and -disciplines
• Comfortable working in a dynamic and fast-paced environment.
• Experience in the financial industry is a plus, but not required.
• Fluency in English is essential; knowledge of Spanish or Italian is a plus.
• Affinity with financial health, financial planning and investment/mortgage- advice is a must; experience and knowledge a plus

What We Offer:

• A challenging and rewarding opportunity to make a real impact on customers' financial well-being.
• A chance to work on a high-visibility project with global reach.
• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• Job grade 11 (Global job scale 17)
• A 36-hour working week, based in Amsterdam but working in Hybrid mode (ING policy)

More information?

If you have any questions about the position of Customer Journey Expert within the ACNL area, please contact Robert Slot, Product Lead and and hiring manager, for specific questions.

Ready to apply?

Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meet you!