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
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
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?
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