Customer Journey Expert - Global Archiving & Discovery Services

Join our dynamic team at ING and be part of our digital journey in enabling processes by intelligent content and automation solutions. We are a bank with data-driven ambitions, working on digital innovations for ING's 37 million customers. Our department’s purpose spans across all of ING, we are there to service all countries and business entities across ING.

ING wants to be a compliant, digital, data-driven bank providing customers with one consistent and engaging digital experience. Therefore, managing content is a priority. At the product area Records Management, we help ING to be complaint and strive to bring all the data structured or unstructured under governance and manage it as business record.

As a Customer Journey Expert - Global Archiving & Discovery Services in the Enterprise Content & Automation tribe, you will play a crucial role in driving digital transformation and simplifying our global systems landscape. Be part of an innovative and collaborative environment that empowers customers to stay a step ahead in life and in business.

The team

ING receives and creates data, either structured or unstructured, that needs to be managed as business records, keeping the information in the data accessible during the retention period. As a Customer Journey Expert for Global Archiving and Discovery Services, you will be a key member of this area responsible for reliable, stable and compliant solutions, thus enabling digital innovation and streamlining customer- and employee journeys in the bank.

Our customers and employees rely on our archives, and the ability to find and retrieve content, for most if not all journeys in the bank. We deliver a platform (Global Archiving and Discovery Platform) for hosting repositories, meeting records keeping requirements, for keeping data in any form searchable and accessible for authorized parties.

Roles and responsibilities

• Business analysis, Stakeholder management and working with IT to really make it happen form an integral part of your daily operations
• Driving the delivery of the new target Global Archiving & Discovery Platform; defining and prioritizing requirements and get the migration done in close co-operation with other Tribes and stakeholders (e.g. Belgium, Netherlands)
• Taking responsibility for end-to-end onboarding of new consumers to the Global Archiving & Discovery Platform
• Communication around the product development towards stakeholders and users
• Day to day handling of questions and requests related to the platform and migrations
• Identifying and resolving process / system improvements to enhance customer experience and team productivity
• Contributing to our product management vision, plans and execution
• Stimulate interaction between people, tribes, squads, and stakeholders (within and outside the Records Management Area)
• You will represent the voice of the business to the squads
• Be an Orange Code role model.

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. 

You are an enthusiastic person with a can-do attitude. You drive to make impact and see real results. You are curious, eager to learn and like to work in an international team. You love to be challenged, and challenge others. Next to that you are analytical and not scared of handling regulatory regulations. But most of all you are passionate to combine your knowledge and everything you learn, see and hear into the best possible customer centric solution every day again.  

Furthermore, you have:

• Understanding the requirements of key stakeholders and customers for Records Management
• Squad master experience, i.e. be the gate keeper of the squads backlog in collaboration with your Product Lead
• Strong analytical skills and you can structure complex problems
• Strong focus on execution and delivery – getting things done mentality
• Focus on end-2-end processes with the aim to integrate our global services into the customer and employee journeys enabling improvements and digitization
• The drive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment
• Great collaboration skills and you listen and invest in others to achieve common goals
• You love to challenge the status quo and are eager to propose creative solutions to problems
• The capability in bringing your message to the point and to explain complex topics in an understandable way
• The ability to spend part of your time in locations across Amsterdam and Leeuwarden where EC&A squads are spread across, and on occasional basis also in Brussels.
• A Master’s or Bach