Customer Journey Expert/business Analyst Global

3 maanden geleden

Amsterdam, Nederland ING Voltijd

Our tribe Global Customer Data Management (GCDM) contributes to the ING strategy by delivering customer data services which can be directly integrated into the mobile, web and assisted channels of our consuming entities: ING Retail banks, Business banks and Wholesale bank.

We are looking for a customer journey expert to join one of our BusDevOps feature squads responsible for delivering customer data services that help build business processes in the areas of customer onboarding, customer party data and organisational hierarchies. We do this by understanding the customer journey, define and design the business and solution requirements and develop and implement the required services. We intend to deliver globally usable services and features.

**Your day to day**

The Customer Journey Expert converts customer demand and market developments in his/her field of expertise into concrete and usable capabilities for ING. You should be able to translate and define the “what” side of change, i.e. analysing and detailing requirements with the business process of the consumers as the starting point. Together with the product owner of the team, you are responsible for ensuring the squad has an exact understanding of the business needs, involved process and involved user stories and can develop the needed solution.
- Lead implementation and performance of techniques such as voice of the customer initiatives, business process management, customer journey mapping, service blueprints and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
- Understand the business requirements, functional analysis and change tasks.
- Develop requirements (ao process
- & data mappings, feature files, sequence diagrams, swaggers) throughout the product development in the form of Epics, Features and Stories.
- Facilitate refinement sessions to clarify and size requirements.
- Participate in daily scrums with the team to help ensure that work in progress will meet requirement goals.
- Co-create the product vision and roadmap with the planning of product features (logical slices that represent business value), including coordination with other interdependent teams and communication with stakeholders to set the expectation for delivery of new features.
- Cooperate with engineers in the squad defining software development specifications (feature files) and help estimating the complexity of user stories.
- Builds partnerships and works collaboratively with others to meet shared objectives.
- Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
- Actively proposes improvements in implementation, standards and other work practices.
- Uses compelling arguments to gain the support and commitment of others.

**The Team**

You will join the Sierra squad of the GCDM tribe. Our tribe is part of the global CDO organisation within ING. Together with your team you will work on creating new components each day for our product area. The team consists of a product owner, 2 customer journey experts and 5 engineers. The total tribe is >160 fte.

**What you will bring to the team**
- Knowledge and experience:_
- Customer data knowledge or ability to quickly grasp the concept
- Master’s degree or equivalent through experience
- An excellent written and spoken understanding of the English language
- Minimal 5 years’ experience in business analyses in banking or related business area.
- Process management knowledge and experience.
- Excellent communication skills.
- Pro-active attitude
- Experienced in stakeholder management.
- A critical and analytic mind with a structured approach.
- A born organizer and possess the necessary diplomatic talents.
- Able to work autonomously quickly and output driven but also able to work in a team.
- Working experience according to SCRUM methodology (Agile Process).
- Able to adapt to different contacts, settings and changing working situations.
- Integrity, communication, teamwork, ability to cope with change, planning and organizing, problem solving, and customer-oriented behavior.
- Quality orientation/ attention to details.
- Ability to work under pressure and to cope with tight deadlines.
- Willing to travel.
- Nice to have skills:_
- Familiarity with the following concepts: ‘master data management, RestAPI, Elastic search and notifications.
- Familiarity with customer onboarding, hierarchies.
- Operations experience.
- Experience with change management and incident management via Azure or Service Now

**Rewards & benefits**

We offer a brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude. The possibility to develop yo

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