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 products.

The purpose of the TS Delivery Management organization is to make our clients successful by offering them seamlessly integrated TS solutions. We have a global mandate to improve products in such a way that internationally operating clients experience ING as one bank across the entire ING network. We have the asset ownership for all IT assets in scope. We are responsible for the delivery of services to our clients and stakeholders.

As a Customer Journey Expert within the TS Delivery Management organization, you will be part the Product Area Reporting & Cards. The other four areas are:
1. Payments & Channels

2. Accounts & Cash Management

3. Pricing & Billing

4. Trade

As a Customer Journey Expert (CJE) for Cards, you have an end-to-end responsibility for delivering and managing the solutions in systems, services, and channels. You will work in a team that manages the merchant acquiring services for our Wholesale Banking clients in the International Network, both Point-of-Sale and E-Commerce. You have expertise in the area of delivery management, understanding the requirements from product management and translating that into workable solutions. You feel comfortable -in an environment in which to collaborate with both external and internal stakeholders. You are familiar with the merchant acquiring domain and the complexity of managing multiple external providers.

**As a Customer Journey Expert**
- You will report to the Delivery Area Lead (DAL) of your area.
- You focus on the delivery-related activities for your respective product.
- You contribute to the ING One Agile Way of Working.
- You contribute to the improvement of the product performance.
- You are part of the global network, you stimulate cross-border collaboration and teamwork, as well as alignment with the parties that need to contribute to a specific implementation of your delivery business area.

**Your key responsibilities**
- You translate and refine business requirements provided by Product Management for the development of products and contribute to defining the best solution roadmap for the product.
- You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests.
- You monitor usage of the product by ensuring relevant data and management information is available.
- You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies.
- Together with your colleagues you are responsible for meeting your sprint
- and QBR goals.
- You support DAL with managing the demand towards internal stakeholders and external vendors, in cooperation with the IT Area Lead.
- You contribute to delivering a differentiating experience for ING’s customers for all TS related services at optimal value and profitability for ING.
- You share responsibility to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.
- You contribute to the risk & control compliancy to mitigate business and operational risks.
- You are responsible for aligning with Product Managers and the IT colleagues to ensure successful delivery of your product.

**We are looking for**
- An entrepreneur who combines client focus with delivery power.
- Your product knowledge with adequate technical understanding.
- Your ability and drive to contribute to product delivery and development of expertise.
- Your ability to simplify complexity and drive operational excellence.
- A colleague with analytical skills who takes decisions based on data and facts.
- Strong resilience: your ability to navigate through ambiguity and simplify complexity.
- A pro-active, creative and an out-of-the box thinker.
- An open and transparent communicator.
- An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behaviour.

**Proven track record and technical skills**
- Master's or bachelor's degree.
- Between 5 - 10 years of working experience (depending on the seniority level).
- Experience and/or affinity with Cards and Merchant Acquiring.
- Experience and/or affinity to deliver results together with the IT engineers.
- Experience working in product delivery is a plus.
- Excellent written and verbal English communication skills.

**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 back you to develop into an even more awesom

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