Customer Journey Expert - Business Journeys

For the Tribe Daily Banking & Mobile Led, we are looking for a Customer Journey Expert (CJE) to join our Business Journeys Product.

Daily Banking & Mobile Led is one of the largest tribes within ING Retail. Together with a few dozen agile teams (squads) in Amsterdam, Leeuwarden and abroad we work towards becoming the best mobile-led bank of the continent. The tribe entails the products and processes associated to Current Accounts, Business Accounts, Saving Accounts, onboarding of customers and billing. Hence, we are at the heart of the bank and provide in the daily financial needs of our customers!
 

The team

The CJE within the Business Journeys Product has end-to-end responsibility for the development and management of journeys with an excellent digital customer experience for our Business Customers in all Business Segments. The journeys within the Product are focussed on opening, maintaining and closing Business Accounts (including specialties, like Foreign Currency Accounts, Third Party Accounts and G-accounts) and Business Payment Packages. The CJE works in an Agile squad and works together with other experts, like IT engineers, to achieve the Products mission in close collaboration with Business Banking. Moreover, the CJE has expertise in the areas of Product Management, channel/process optimization and/or Business to IT delivery.
 

Roles and responsibilities

As a Customer Journey Expert:

• You define business requirements for the development of products, journeys and services with a focus on the digital transformation
• You apply your experience in supporting to build, implement, optimize and manage the products, services and journeys with an end-to-end mindset
• You manage/coordinate the resolution of (complex) incidents
• You support the development, implementation and communication of the Product roadmap together with the Product Lead including stakeholder management (internal and in some cases external)
• You are able to simplify solutions and processes and tell the story clearly to clients and front- and back-office colleagues
• You will share the responsibility to provide a differentiating experience for ING’s Business customers
• Ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance. You work with Operational Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
• You are representing the voice of the customer, understanding customer needs and focus on continuously improving and optimizing the journeys we are offering
   

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 back you to develop into an even more awesome version of yourself.

You:

• Have a Master or Bachelor degree, 3+ years of relevant experience as a Customer Journey Expert or Product Manager
• Have a good command of the English and Dutch language
• Have a talent for taking it on and making it happen (realization skills), enthusiasm for helping others to be successful and known for always being a step ahead
• Strive to bring fresh and out of the box ideas to life, based on data and facts and embrace challenges in a fast changing and complex environment.
• Are a naturally collaborative person who listens, gives constructive feedback and invests in others to achieve common goals
• Have affinity and experience with IT and digitalization

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. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

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Want to apply?

Please upload your CV and motivation letter by clicking the “Apply” button.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible a