About this role
As a Customer Journey Expert:
- You are responsible to develop, launch and maintain an attractive product & service value proposition on the market providing the highest customer satisfaction.
- You are representing the “voice of the customer”, with focus on continuously improving customer journeys we are offering.
- You lead to provide a differentiating experience for ING’s customers at optimal value and profitability for ING
- You are the “Business Guardian” of your product/service working with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
- You lead to increase efficiency, reduce complexity, bringing the best experience in the moments of truth and pursuing for innovative solutions.
- Having analytical skills, you comprehend, define, select and analyze data to gather insights that enhance the decision-making process. You are a pro-active thinker.
- You translate business needs in requirements for the implementation.
- You are able to lead and/or support complex programs, setting clear roadmaps and solving impediments.
- You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis.
- You contribute to develop and maintain a customer engagement strategy focus on improving the conversion funnels.
- You contribute to create and constantly optimize the end-to-end processes supported by an operations management mindset.
- You contribute to build commercial plan, upselling and cross selling strategy.
- You contribute to support the adoption of cyber security practices for effectively protect our customers against risks in the digital world.
What are we looking for?
Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!
- Driven and customer focused, loving to collaborate with different people
- Experience in digital transformation and in the design and improvement of digital customer journeys
- Strong analytical skills
- Problem solving mindset, with ability to challenge the status quo and identify improvement initiatives
- Proven program management, planning & organizational skills
- Clear communications skills (written and oral)
- Passionate about innovation and new market trends
- Fluent oral and written English skills.
- Team player
- Self-organized and able to simplify in essential elements to accomplish the goals
- Negotiation and stakeholder management.
- Making things happen thanks to your ‘can do’ attitude.
- Master or bachelor’s degree with a minimum of 3 years of experience
Other facts
About ING Hubs Romania
ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of 𝐨𝐯𝐞𝐫 𝟐𝟎𝟎𝟎 𝐡𝐢𝐠𝐡-𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐞𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐬, 𝐫𝐢𝐬𝐤, 𝐚𝐧𝐝 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥𝐬.
We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and 𝐨𝐩𝐞𝐫𝐚𝐭𝐞 𝐟𝐫𝐨𝐦 𝐭𝐰𝐨 𝐥𝐨𝐜𝐚𝐭𝐢𝐨𝐧𝐬: 𝐁𝐮𝐜𝐡𝐚𝐫𝐞𝐬𝐭 𝐚𝐧𝐝 𝐂𝐥𝐮𝐣-𝐍𝐚𝐩𝐨𝐜𝐚.
𝐎𝐮𝐫 𝐭𝐞𝐜𝐡 𝐜𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐫𝐞𝐦𝐚𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐫𝐞 𝐨𝐟 𝐨𝐮𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬, with more than 1800 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.
We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.
For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?
What you'll do
- The Customer Journey Expert is responsible for developing, launching, and maintaining a product and service value proposition that maximizes customer satisfaction. They represent the voice of the customer and work to improve customer journeys while ensuring compliance with regulations.
Ready to join ING Hubs Romania?
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