Customer Journey Expert

4 dagen geleden

Bunnik, Nederland ITSync Voltijd

**Commercial finance NL (ComFin)** is part of business banking at ING and provides working capital to clients based on assets such as debtors and inventory. Unlike traditional lending, asset-based lending is primarily driven by the value of the customer’s collateral. ComFin has established a strong presence in the Netherlands, Belgium, Poland, and Romania, focusing on mid-sized and corporate markets, with a profitable portfolio of ~€6.5B.

To support further growth and stay ahead in a rapidly digitalizing market, the Factor10 program was launched to transform ComFin’s IT landscape, enhancing digital customer and employee journeys. This transformation includes building new interfaces, integrating with ING business banking, and developing new products aimed at the SME segment.

**About the role - customer journey expert inlife**
As a** customer journey expert (CJE)** in the Factor10 program, you will work within the newly-formed Infite team to enhance the digital customer journey on a dedicated platform, "One Web." You’ll play a key role in creating new screens, interfaces, and user experiences tailored to the needs of small and medium enterprises (SMEs). In collaboration with UX designers, you’ll analyze and improve customer interactions across digital touchpoints, ensuring a seamless experience for business banking clients in both the Netherlands and Belgium.

**Responsibilities**:

- Act as the bridge between business, UX/UI, and IT teams, aligning stakeholder needs with project deliverables.
- Gather requirements from stakeholders, manage expectations, and ensure effective communication across teams.
- Collaborate with UX/UI teams in designing the customer journey in Figma.
- Define required features for target solutions and coordinate with product owners to align on priorities.
- Prepare, create, and refine user stories for the squad, including acceptance criteria.
- Test and approve delivered stories, ensuring quality standards are met.
- Monitor customer behavior and proactively enhance the customer experience.

**Skills and qualifications**
We are looking for a team player with excellent problem-solving skills who can drive projects from concept to execution. Additionally, you:

- Are analytical and make data-driven decisions.
- Can separate primary issues from secondary ones, translating complex cases into actionable changes across the commercial finance chain.
- Define project principles, requirements, and visualize process designs to support change.
- Possess a drive to get things done.

**Key requirements**:

- Familiarity with tools such as:
**Adobe Analytics**
**Figma**
**Azure DevOps**
**Bloomreach**:

- Proven experience as a business analyst, process/business/IT consultant, or product manager in the financial industry.
- Knowledge of APIs and interfaces, as you will work with both front-end and back-end teams.
- Background in business lending and experience within commercial finance is highly desirable.
- Professional experience within a Dutch bank is a must.
- Fluent in both Dutch and English.

**What we offer**:

- Initial 12 month contract assignment with option to extension (up to three years)
- 36 hour work week
- Salary range: €4.240,00 - €6.000,00 gross per month (excl. holiday payments & 13th month)
- Holiday pay and 13th month
- Full pension according to Dutch temp labour CLA
- Hybrid working (on/off-line in the office)

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