Customer Journey Expert

4 dagen geleden

Amsterdam, Nederland ING Voltijd

The Dutch housing market is a hot topic. Whether it's the shortage of houses, changing interest rates or the sustainable housing transition. ING is continuously striving to make impact for new and existing customers.

ING is the best mobile-led bank of the continent and has a strategic focus on customer experience, customer intimacy and sustainability.

At ING Wonen (Tribe), we love to support the customer and broker best while buying a home. Therefore we offer top-ranked processes and digitization tools to help the customer and broker in sharing and assessing their evidence in the easiest way. The Digital Mortgage team has the ambition to provide document free mortgages. Whereas documents (for example employer statements, salary slips, pension overviews) are key elements in validating customer information for years, we have the ambition to increase the availability and usage of source data instead as an enabler to provide a frictionless experience to customers, and work towards our dream of an instant mortgage. In order to do this the team develops their own solutions and has partnerships with suppliers.

The Digital Mortgage team is looking for an experienced Product Manager ( Customer Journey Expert ). Do you want to bring the customer experience to a next level by always exploring the newest and best solutions with external partners and internal stakeholders, simplifying processes, finding new sources of data, and implementing and optimizing those? Do you like working together by steering and consulting several stakeholders and partners internally and externally? Do you alwayput the customer first and do you have state-of-the-art ideas on how to develop our digital mortgage propositions? Are you experienced in bridging the gap between business ideas and IT solutions? Are you a teamplayer? And last but nog least.. do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you

**Your new team**

Wonen is one of the largest tribes within ING Retail with 60 agile teams (squads). With over 600.000 customers we are one of the biggest mortgage providers of the country.

ING embraces hybrid working. Part of the time you work from our head quarters in Amsterdam together with your team.

Currently there is a Product Management vacancy in Product Digital. Product Digital entails of three fullstack teams with both Business and IT people. This vacancy is available in one of the teams, with a focus on gathering external source data. The team consists of 3 more Customer Journey Experts and 3 Software Developers.

**Your task**

With your squad you are responsible for the offering of external source data supporting customers, ING advisors and independent brokers. You work together with all of these user groups and corresponding Tribe teams to create and optimize seamless, smooth and efficient customer journeys. You play an active role in running the business, executing plans and defining future roadmaps. In doing so you work factbased, both qualitative and quantitative - with a close eye on customer experience, operational risks, costs, software and domain architecture, and in co-creation with your other team members, both business and IT.

**Who are you and what will you do?**

You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As Customer Journey Expert you:

- Define together with your team the roadmap based on qualitative and quantitative research, as well as internal and external explorations to assess possibilities
- Translate features in realizable roadmaps taking MVP slicing and milestones into account
- Define project principles, requirements and use process designs to visualize changes Work in close collaboration of your fellow team members, both business and IT, on executing plans. In doing so you keep your stakeholders close
- You act as a consultant towards the teams that use your solutions by guiding them how to implement the solutions best in order to get the best adoption and customer experience
- Some projects are executed interbank. You represent ING’s needs and wishes here and make sure the solutions fit ING
- Understand the need to comply with regulations and policies, but dare to debate alternatives and challenge status quo
- Solid interpersonal and collaborative skills. You like to build a relevant network and partnerships in
- and outside of ING
- Strong problem-solving skills and the ability to take decisions based on data and facts
- Are extremely eager and motivated to make things that are new to ING and new to the market do 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. Furthermore, you have:

- Current residency in the Netherlands and fluent in in both Dutch and in English (verbally and wri

  • Customer Journey Expert

    6 maanden geleden

    Amsterdam, Nederland Brunel Nederland B.V. Voltijd

    Als Customer Journey Expert ben je verantwoordelijk voor het begrijpen, analyseren en verbeteren van de klantreis. Je zult samenwerken met verschillende teams om de klantinteracties over alle kanalen te begrijpen en te optimaliseren, met als doel een optimale klantervaring te bieden. Je belangrijkste taken omvatten: - Het in kaart brengen van de volledige...

  • Customer Journey Expert

    6 maanden geleden

    Amsterdam, Nederland Sanquin Voltijd

    Jij & Sanquin In Nederland doneren honderdduizenden mensen bloed bij Sanquin: de Nederlandse bloedbank en hét instituut voor kennis en innovatie op het gebied van bloed. Die donaties worden getest en verwerkt en vinden uiteindelijk hun weg naar patiënten. Sanquin is aan het transformeren en heeft afgelopen jaren flinke stappen gemaakt. Er is onder...

  • Customer Journey Expert

    2 maanden geleden

    Amsterdam, Nederland ING Voltijd

    As a Customer Journey Expert, you provide a differentiating experience for our customers anytime anywhere at optimal value and profitability for ING WB. The Customer Journey Expert is part of the end-to-end development, management, harmonisation and phasing out of products, services and processes and is familiar with the relationship between these. **Your...

  • Customer Journey Expert

    6 maanden geleden

    Amsterdam Westpoort, Nederland Athora Netherlands Voltijd

    **Wil jij een sleutelrol vervullen in het optimaliseren van de klantreis voor een toonaangevend bedrijf in de financiële sector? Heb je ruime ervaring als Customer Journey Expert en ben je klaar om je expertise toe te passen in een dynamische omgeving? Dan is deze vacature bij Athora Netherlands iets voor jou!** **Over Athora** Als een van de grootste...

  • Customer Journey Expert

    6 maanden geleden

    Amsterdam, Nederland Knab Voltijd

    Wil jij werken bij een bank die het belang van de klant voorop zet? Weet jij alles over betalingsverkeer? En weet jij bovendien je kennis toe te passen om onze klanten een optimale ervaring te geven? Dan is dit de rol voor jou! **Knab **is opgericht in 2012. We zijn een online bank, maar wel eentje die gerund wordt door mensen van vlees en bloed. We staan...

  • Customer Journey Expert Representation Management:

    6 maanden geleden

    Amsterdam, Nederland ING Voltijd

    **Customer Journey Expert Representation management: design and delivery of customer data services for global use (bridging ‘Business’ & ‘Tech’) **(GJA Role Customer Journey Expert - Universal IV) **Are you up for the challenge?** **The Mission** Our tribe Global Customer Data Management (GCDM) contributes to the ING strategy by delivering...

  • Commercial Customer Journey Expert

    3 maanden geleden

    Amsterdam, Nederland ING Voltijd

    **Looking for a commercial Customer Journey Expert with IT-affinity** Are you energetic, fun, collaborative, entrepreneurial and have affinity with IT? Then we are looking for you! The Loyalty program of ING is looking to expand their team, where you have 6 million potential customers on which you can unleash your magic! You will create an awesome customer...

  • Customer Journey Expert Hypotheken

    6 maanden geleden

    Amsterdam, Nederland ING Voltijd

    ING is one of the leading players in the Dutch mortgage market. We are proud of that. And we want to keep it that way. Are you ready to join our team to shape that ambition? **The team** As a Customer Journey Expert in the 'Hypotheken' (mortgages) tribe, you will collaborate with your colleagues to improve the service provided to our customers. Currently,...

  • Customer Journey Expert Mortgages

    6 maanden geleden

    Amsterdam, Nederland ING Voltijd

    ING is one of the leading players in the Dutch mortgage market. We are proud of that. And we want to keep it that way. Are you ready to join our team to shape that ambition? **The team** As a Customer Journey Expert in the Mortgages tribe, you will collaborate with your colleagues to improve the service provided to our customers. Currently, we have a...

  • Customer Journey Expert Cx

    1 maand geleden

    Amsterdam, Nederland ING Voltijd

    As the CX & Complaints team, we aim to be there for the customer when our services do not meet their expectations or when something goes wrong. We want to resolve the complaint for the customer and make them satisfied with ING again. Moreover, every complaint is a form of feedback that ING receives from the customer, helping us continuously improve in terms...

  • Customer Journey Expert Wero

    6 maanden geleden

    Amsterdam, Nederland ING Voltijd

    We are looking for an experienced Customer Journey Expert willing to take on a huge challenge and work on one of the main strategic products for ING Payments! Payments is on the move. With market trends like AI, Big Tech and Fintech shaping the future, ING Payments is working on the next step towards seamless and integrated Payments for our customers. As...

  • Customer Journey Expert Savings

    6 maanden geleden

    Amsterdam, Nederland Knab Voltijd

    Als online bank willen we in de digitale wereld altijd relevante proposities en producten aanbieden aan onze klanten. En daarnaast op het juiste moment zichtbaar zijn voor de doelgroep. We zoeken daarom een creatieve en analytische Customer Journey Expert die goed is in het bedenken van nieuwe dingen én de oplossingen op de route daarnaartoe.  Ben je...

  • Customer Journey Expert

    1 maand geleden

    Amsterdam, Nederland ING Voltijd

    **ING’s ambition** We have the ambition to make the difference for people and for the planet, for our customers, our colleagues, our shareholders, and society at large. In this we are focusing on two overarching strategic priorities; giving our customers a superior experience and putting sustainability at the heart of what we do. This means that we will...

  • Customer Journey Expert

    3 weken geleden

    Amsterdam, Nederland ING Voltijd

    **Purpose of the job** As a Customer Journey Expert, you provide a differentiating experience for our customers anytime anywhere at optimal value and profitability for ING WB. The Customer Journey Expert is part of the end-to-end development, management, harmonisation and phasing out of products, services and processes and is familiar with the relationship...

  • Customer Journey Expert Hypotheken

    4 uur geleden

    Amsterdam, Nederland ING Voltijd

    ING is een van de leidende spelers op de Nederlandse hypotheekmarkt. Daar zijn we trots op! En dat willen wij graag zo houden. Kom jij ons team versterken om die ambitie vorm te geven? **Het team | de Tribe** Als Customer Journey Expert in de Tribe Hypotheken Nederland werk je samen met je collega's aan het verbeteren van de dienstverlening aan onze...

  • Customer Journey Expert

    2 weken geleden

    Amsterdam, Nederland ING Voltijd

    Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB products and services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at ensuring that we continue to support sustained growth for the WB by delivering competitive and relevant TS...

  • Customer Journey Strategist

    1 maand geleden

    Amsterdam, Noord-Holland, Nederland ING Voltijd

    About the RoleWe are seeking a highly skilled Customer Journey Expert to join our team at ING. As a key member of our squad, you will be responsible for designing and implementing customer journeys for company onboarding.Key ResponsibilitiesDesign and implement customer journeys for company onboardingCollaborate with stakeholders to align requirements and...

  • Senior Customer Journey Expert Savings

    6 maanden geleden

    Amsterdam, Nederland Knab Voltijd

    Als online bank willen we in de digitale wereld altijd relevante proposities en producten aanbieden aan onze klanten. En daarnaast op het juiste moment zichtbaar zijn voor de doelgroep. We zoeken daarom een creatieve en analytische Customer Journey Expert die goed is in het bedenken van nieuwe dingen én de oplossingen op de route daarnaartoe.  Ben je...

  • Customer Journey Expert

    6 maanden geleden

    Amsterdam, Nederland ING Voltijd

    **Your work environment** Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international...

  • Customer Journey Expert

    4 weken geleden

    Amsterdam, Nederland ING Voltijd

    Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international markets and specialist...