Customer Journey Expert with an eye for Data

Tribe Global Digital & Assisted Channels is looking for a Customer Journey Expert for our Global Assisted Platform Area

Your work environment:

Working at the Tribe Global Digital & Assisted Channels means working in a dynamic cross-border, international environment. The purpose of Global Assisted Channels Area is: “We are passionate about our employees so they can delight our customers.” With thousands of employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling in all assisted channels including call- and chatbots.

We ensure that our customers and employees always have the best experience supported by one global assisted channels toolkit. From UX designer to IT engineer, we all work towards the same goal. Did you know that currently almost all ING retail countries are using our platforms and we’re still onboarding new user groups and countries? Our ambition is to create seamless end-2-end journeys for all our users. Whether it’s chat, call, video, advice, back office or face-to-face, our platform should provide an optimized experience where the tooling is supporting our employees and customers in their daily work.

We have a squad master (PO) vacancy in a squad in the Employee Experience Product Team. We’re looking for an experienced CJE, taking on the role as data steward within our area as well.

We’re looking for someone who thrives in a highly international and technical environment, where your business to IT delivery skills are needed every day. Most of our squads consist of a maximum of 2 CJE’s working together with Dev- and Ops-engineers. It’s your challenge to oversee the complete functional scope as well as the IT landscape related to it.

Your key responsibilities:

These elements will surely be part of your work:

• Representing the voice of the customers and employees, by ensuring all the needs of the different types of user groups are clear
• Creating the requirements for the solution to be developed, based on your thorough understanding of business needs and technical possibilities
• Initiating new ideas with clear business and customer impact, translated into Epics, Features and Stories
• Proactively collaborating with other squads - in and outside the area - to develop enhancements and improve our internal refinement process.
• Maintain good relations with stakeholders within and outside our tribe, and cross border.
• Support and advice local teams within other ING entities to make use of the Global Assisted Platform features.
• Take responsibility for the data from a data governance, data definition and data quality point of view – the data steward role
• Be(come) an expert on the raw and calculated metrics of our Area

Do you recognize yourself in this profile?

• You’re passionate about providing our employees with at least the same standard of tooling as we provide for our customers
• You strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment.
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You love to challenge the status quo and are eager to propose creative solutions.
• You think before you act
• You can create and improve end to end customer journeys based on PACE methodology into specific patterns, requirements and user stories
• You have iron-strong agile delivery skills with a hands-on approach
• You have experience with working in a bus-dev-ops environment: you are able to work together with colleagues with different IT skills and you are able to translate requirements into proposed solutions and make sure IT-development is properly planned and executed
• You strive to bring improvement everyday: whether it is in our journeys or in our own way of working

• You are analytical and know more about data than the average CJE; data models, definitions and metrics don’t scare you
• Master’s or bachelor’s degree with relevant experience
• You are fluent in English

What do we offer you?

• A challenging position within a bank that empowers people to develop their skills and really invests in your personal growth and development.
• A 36-hour working week, located in Amsterdam.

More information?

If you have any questions about the position of Customer Journey Expert within the Tribe Assisted Channels, please contact Dafne Oosthoek-de Vries, Product Lead and hiring manager (+316 13822563) 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 whi