Customer Journey Expert

Customer Journey Expert – Product Business Journeys (Close Accounts and Bank Switching Service)

As a Customer Journey Expert (CJE), you will have end-to-end ownership of important journeys within our Product Business Journeys; Close Accounts and Bank Switching service. You manage these journeys in your team together with IT colleagues located in Manilla and in close collaboration with the Close Business Account team located in Leeuwarden. Together you develop the strategy for the responsible journeys. You are expected to know the ins and outs of these journeys from both the customer, internal and external perspectives.

You will develop, lead and implement changes aligned with ING’s strategic goals to deliver an outstanding customer and employee experience. Together with your Product Lead, you manage and work on the backlog of change requests in close alignment with stakeholders. You translate business requirements into concrete stories together with your IT colleagues. You are also responsible for keeping communication channels, such as ING Today, ing.nl, and IRIS, up to date with relevant process information. You lead all risk-related activities in a pragmatic, proactive, and efficient manner. Next to Close Accounts, the Bank Switching Service is managed in your team, therefore you will have external contacts with other banks (exact work is still to be divided in the team). The location of this position is Leeuwarden.

The Team

The product ‘Business Journeys’ is part of the Daily Banking and Mobile Led (DB&ML) department. Business Journeys teams are responsible for many journeys related to Business Accounts, Foreign Currency Accounts, G-Accounts, Third Party Accounts and Business Subscriptions. One of these journeys is the Close Accounts Journey, and this is both for Business Accounts as for Private Current Accounts. Next to that the Product is also responsible for the Bank Switching Service. At ING Netherlands, we aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within DB&ML, we pursue this ambition through our growth drivers: commercial growth, outstanding customer experience, and financial health & inclusion, all while keeping our basics in order.

Roles and Responsibilities

As a Customer Journey Expert you will:

• Own and optimize end-to-end customer and employee journeys
• Map, analyze, and improve the (customer) journeys by identifying pain points and opportunities, translating insights into actionable improvements.
• Drive and implement changes via the backlog in line with ING’s strategic goals, collaborating closely with your Product Lead, stakeholders, colleagues in other teams and IT colleagues in your own team.
• Safeguard process compliance and risk management by leading risk-related activities in a pragmatic and proactive manner.
• Monitor and report on process performance, using data and feedback to continuously improve efficiency, compliance, and customer satisfaction.

How to Succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and take on responsibility. In return, we’ll support you in becoming an even more awesome version of yourself.

We’re looking for someone with several years of experience who:

• Has a pro-active and can-do attitude
• Has knowledge of translating Business requirements into IT delivery requirements
• Works independently but also likes working in a multidisciplinary team with colleagues located in Manilla
• Enjoys experimenting with new things, and is thinking outside the box

• Is analytical and takes decisions based on data and facts and is eager to transform data into actions

• Has a strong customer focus and a passion for delivering outstanding digital customer journeys

• Can set-up a strategy for further product/journey development
• Has strong stakeholder management and able to represent ING externally to other banks/ Betaalvereniging if needed
• Is fluent in Dutch and English (verbally and written)

Experience with systems like Azure and Bloomreach are a plus. Likewise for experience with the agile development methodology.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challen