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 between these.

**Your role and work environment**

As Customer Journey Expert within the Process Excellence & Digitalisation (PE&D) department, you will work on the development of a differentiating client experience in a dynamic environment where Fintechs, innovation and customer needs are central. The purpose of us is to shape the future of work by bringing together people, processes & technology and deliver intelligent solutions for e2e processes to improve employee engagement and customer experience.

The PE&D department works with an ING WB - wide scope. In self-managing multidisciplinary teams (squads) together with other experts within ING's Agile organisation you will work on a joint end-to-end mission. When applicable you can fulfil the role of Product Owner within a squad, keeping track of what is achieved within a squad and the priorities used.

In this role you will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities to better serve and delight customers. You will have an eye on the long term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the PE&D department on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the WB Tribes as it relates to the customer experience design across products, countries and channels.

**Your key responsibilities**

As a Customer Journey Expert, you:

- Are representing the voice of the customer, have a strong vision how to attract and retain them and focus on continuously improving their journeys.
- Reimagine journeys with cross functional teams and manage collaborating across functions to build truly seamless end-to-end journeys.
- Will share the responsibility to provide a differentiating experience and realise change by design, develop & implement services for our clients from an end-to-end mind-set, allowing them to stay a step ahead in life and business.
- Determine - in consultation with your WB departments - the features and users stories that improve the customer experience.
- Define business requirements for the development of services. And help squads to work via the standard way of working.
- Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).
- Evaluate our way of working with the aim to continuously improve.

**We are looking for**
- Ability to take responsibility to develop of Customer Journeys based on facts and data.
- Ensure compliance with ING’s policies and standards.
- Managerial courage to question colleagues across the value chain.
- Ability to think out of the box and drive innovation.
- Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. You like to connect people and clear communication is a matter-of-course for you.
- Strong resilience: ability to navigate through ambiguity.
- You get energy from working on concrete and tangible results in a complex and continuously changing environment.

**Proven track record and skills required**
- Master’s degree.
- More than 5 years’ proven track record at working with clients and designing customer journeys.
- Experience in guiding and realising change in international roles.
- Personality and the capabilities to optimally function within an Agile environment.
- Experience in guiding and realise change.
- Analytically strong and make decisions based on data and facts.
- Creative, innovative, and strategic thinker with an eye for detail.
- Communicative and organisational strong, you actively ask for feedback, but you also give constructive feedback on the work of others.
- You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.
- Native (or fluent in) English.
- Experience with Pega as a Business Analyst

**Rewards and benefits**

The benefits of working with us at ING include:

- A salary tailored to your qualities and experience; €5,212 to €8,387
- 24-27 vacation days depending on contract
- Pension scheme
- 13th month salary
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- 8% Holiday payment
- Hybrid working to blend home working for focus and office working for collaboration and co-creation
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
- awarded.

**About us**

**Questions?

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