Customer Journey Expert Iv
1 maand geleden
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 of Product Area Payments & Channels and will join the Channels team. The Channels team is responsible for our Payments channels: InsideBusiness Payments, InsideBusiness Payments CEE, Strategic Payments and the Bank User Portal. As a Customer Journey Expert (CJE) you have an end-to-end responsibility for delivering and managing the solutions in systems, services and channels. You have expertise in the areas of technical product development and delivery.
**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 channel.
- You contribute to the ING One Agile Way of Working.
- You contribute to the improvement of the channel 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 can simplify solutions and processes.
- You monitor usage of the channel 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.
- You support the Delivery Area Lead (DAL) with representation in large scale complex international change projects.
- Together with your colleagues you are responsible for meeting your QBR goals.
- You support your DAL with managing the demand towards PSS, WB Tech 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 (payments) 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.
- Your ability to promote and embed delivery culture in the organization.
- 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.
- Minimum of 3 - 5 years of working experience.
- Experience and/or affinity with Wholesale Banking/Transaction Services.
- Experience and/or affinity to deliver results together with the IT engineers.
- Proven experience or strong affinity with the ING Agile Way of Working is a plus.
- Experience working in product delivery is a plus.
- Experience working as a product owner is a plus.
- Excellent written and verbal English communication skills.
**Rewards and benefits**
The benefits of working with us at ING include:
- A salary tailored to your qualities and experience
- 24-27 vacation days depending on contract
- Pension scheme
- 13th month salary
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- 8% Ho
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