About this role
Customer Journey Expert – Tribe Investments – Digital flows & products Area
GJA: 16
A day in the life of a Customer Journey Expert in the Digital flows & products Area
Understanding the customer and designing and improving products, processes and customer journeys, driven by ING’s and Tribe Investments’ strategy as well as the client and market needs, translating those into clear business requirements;
Bringing our products to the market and growing your business (for new & existing products) in the different segments and cross-channel;
Ensure a smooth in life experience for investors
Ensure that we comply to the regulations in place, by identifying and taking action to fix existing gaps, but also by implementing new regulations into the different journeys;
Contributing to the stakeholder engagement such as legal, compliance, FSMA, segments, Global capability teams, … by understanding their needs and concerns;
The team
As a Customer Journey Expert (CJE), you are at the heart of Tribe Investments. The focus of the Tribe lies on commercial growth, with big ambitions!
You become part of the Digital flows & products area, where we work on the development, improvement, positioning of different digital and advisor investments products, as well as on the digital dashboards and in life experience of our existing investors.
We have many exciting priorities this year for which we are looking to reinforce our team:
Building new advisor / hybrid and digital flows to bring the customer experience to the next level
Launching new features in our existing products
Improving the in-life experience of investors by developing new reporting features
Removing frictions of customers
…
You are in continuous contact with various stakeholders (Legal, compliance, segments, FSMA, …) and you work together in an international team with other Customer Journey Experts and IT developers in Belgium and in the Global Investments Tribe to make it happen.
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.
Don’t worry if you don’t meet all the criteria. If you have the willingness to develop the skills mentioned here below and you feel that you might be a good fit for this position, we would love to hear from you!
You put the customer first: you are interested in how our world and customers evolve, you listen to them (customer feedback, customer research, feedback from customer facing teams, available data, …) and translate this into the continuous improvement of our products, services & processes.
You have a strong affinity with Business to IT and strong delivery skills: defining business requirements, translating them into stories, refining with your IT colleagues, testing & hunting bugs, managing dependencies, etc;
You love collaborating with different people and working in close collaboration with segments, IT, International teams, CLT Investments, Legal, Compliance, Digital sales, … You always seek for a good compromise between the different stakeholders while always keeping the customer central;
You are polyvalent, but you also keep focus on priorities: you may have to contribute to different kind of projects at the same time, but you need to make sure that priorities are delivered on time. You are well organized to have a clear view on where we stand with the topics you follow-up;
You have a passion for investments: you know our products and are interested in what the competition does, or you are curious to learn all about this exciting world;
You make things happen thanks to your ‘can-do’ attitude with diligent respect for the (risk) processes. You manage and solve problems sharply at your own level and escalate when needed;
You are fluent in English (oral + written) + Dutch or French – ideally you understand all 3
As a Customer Journey Expert within Tribe Investments, you will have the opportunity to:
Take on a challenging opportunity & extend both your soft and hard skills as well as your knowledge about investments
Develop yourself and your ambitions while making impact
Be coached & supported by your Product Lead and Area Lead
Work in an informal, dynamic environment with innovative colleagues supporting your endeavors
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 role involves understanding customers to design and improve investment products, processes, and customer journeys, driven by strategy and market needs, and translating these into clear business requirements. Responsibilities also include bringing products to market, growing the business, ensuring a smooth in-life experience for investors, and ensuring regulatory compliance.
Ready to join ING Hubs Romania?
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