Customer Journey Expert
4 weken geleden
ING's Enterprise content & automation [EC&A] tribe aims to further mature, develop and expand ING's art of communicating securely with our customers, prospects and third parties. EC&A focuses on content and communication services , meeting the expectations of ING's business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. Our ambition is to provide the best communication experience from our bank, Are you ready to join our team to shape that ambition?
Are you a customer journey expert with strong data affinity and IT-delivery experience?
You are someone who can easily switch between processes and IT and truly oversee a chain. You have a strong affinity with developing and optimizing APIs, data and processes. You have experience in digitizing/modelling customer journeys, leading to concrete features or deliverables. Additionally, you are capable of effectively involving your stakeholders, users, and customers. Does this match your profile perfectly and energize you? Then this might be your ideal new job
We are seeking a highly motivated and experienced Customer Journey Expert to join our dynamic team for a new secured data sharing project. This role is pivotal in ensuring an exceptional customer experience throughout the entire lifecycle of our data sharing platform, from initial engagement to ongoing support. The ideal candidate will have a strong background in customer journey mapping, user experience design, and data security.
Key Responsibilities:
1. Customer Journey Mapping:
- Develop and implement comprehensive customer journey maps from the current use cases that outline key touchpoints, customer needs, and pain points.
- Translate requirements into specifications for the customer journey.
2. User Experience Design:
- Collaborate with the developers team to design intuitive and user-friendly interfaces that enhance customer satisfaction and engagement.
- Ensure that the user experience aligns with the overall project goals, data sharing and security requirements.
3. Data Security Integration:
- Work closely with the IT integrator to ensure that all risk and compliance standards are met.
4. Stakeholder Engagement:
- Engage with internal and external stakeholders to gather insights and feedback.
- Act as the voice of the customer in project meetings and decision-making processes.
- Work closely with the launch customer throughout the implementation part to ensure all requirements and customer needs are satisfied.
General responsibilities
• You have experience in digitizing and improving customer journeys, translating ideas into innovative solutions
• You excel in setting up new concepts, experimenting with them, and determining their success (based on PACE)
• You communicate carefully, sharply, anticipatively, and with sensitivity with our important (internal/external) stakeholders
• You have an overview of the IT landscape and the role of your product within it
• You have affinity with Data, IT and Agile working methods
Furthermore, you:
• Have a Bachelor or Master's degree, supplemented with at least three years of relevant work experience in the banking market and in a (complex) Agile work environment
• Are self-starting and have execution power
• Are analytically strong and data-driven
• Can distinguish between essentials and non-essentials
• Possess excellent stakeholder management skills
• Have current residency in the Netherlands and are fluent in the Dutch and English language
• Enjoy working together within a motivated and ambitious team
• Are eager to develop your business- to-IT skills. You'll play a crucial role in bridging the gap between technical solutions and our product goals
• Have a solid understanding of IT infrastructure, databases, and systems integration
Have the ability to work independently and as part of a team
Preferred Skills
- Understanding of GDPR and data privacy regulations
- Experience with Third party data sharing and integration tools[Advantage].
Rewards and benefits
We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at
The benefits of working with us at ING include:
A salary tailored to your qualities and experience 24-27 vacation days depending on contractPension scheme13th month salaryIndividual Savings Contribution (BIS), 3.5% of your gross annual salary8% Holiday paymentHybrid working to blend home working for focus and office working for collaboration and co-creationPersonal growth and challenging work with endless possibilitiesAn informal working environment with innovative colleaguesawarded.About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.
Questions?
Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
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