Customer Journey Expert
13 uur geleden
**Are you customer-oriented and do you enjoy a challenge in developing customer-facing processes within a devops team? Then you’re at the right ‘address’ in the Customer Data domain. We’re looking for a business analyst profile to reinforce the**_manage address_** team and create the next level hassle-free experience for our customers and employees.**
We are looking for someone willing to take ownership and contribute to improving the web, app and employee experience for our processes. It’s an exciting and challenging time to join the Customer Data domain. The next years, bold steps are to be made in moving our processes and data towards a scalable IT-platform and digitize processes towards our award-winning app and web platform.
Do you have affinity with developing and optimizing products and processes? Does your curiosity spark towards the underlying IT-landscape? Do you have an entrepreneurial mindset who is able to take it on and make it happen independently? Then we are looking for you
**Your task**
We are looking for a business analyst (‘Customer Journey Expert’ at ING) who will drive the development of new functionalities for our customers’ addresses. These functionalities are essential enablers for various adjacent processes across the bank. Think of the distribution of debit cards, loan agreements, Know Your Customer processes and statements. As a Customer Journey Expert you collect and set the functional requirements for these features, design corresponding customer journeys and together with your team translate these into working software. In addition, you will further expand, improve and maintain these functionalities in order to keep up with demands from stakeholders.
**Your team**
Your team resides within the Modify Customer Data team; a group of 5 teams (_squads_) whom are responsible for a variety of retail and business customer-facing processes. The day-to-day squad consists of one other Customer Journey Expert and 5 development engineers. For the coming years the focus of the value space is to develop additional functionalities, increase digitization, improve STP-rates and simplify the IT-landscape. This will contribute to the ambition to offer robust processes with a superior experience for our customers and colleagues.
The department in which all the squads come together is called Tribe Digital Business Banking, within ING Netherlands. Together it is digitizing processes for its retail and business customers with the aim to maintain data real-time and offer a superior experience. This Tribe consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer. With our processes and services we reside at the core of the bank and are therefore key in providing the daily financial needs of our customers
**How to succeed**
You are a team player, have proficient problem-solving ability and can drive projects from concept to execution. As a customer journey expert / business analyst you:
- Take ownership of your team’s processes, including vision, ideation, development, launch, growth and maintenance;
- Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees in order to identify areas of improvement;
- Understand the need to comply with regulations and policies, but dare to debate alternatives;
- Balance the optimal customer value and the profitability for ING;
- Are proactive and enjoy working in multidisciplinary teams within an agile environment;
- Are able to provide and request constructive feedback to your colleagues, and foster an environment in which your colleagues including yourself can excel;
- Are fluent in English (verbally and written) and in Dutch (**prerequisite**).
**About you**
You have:
- A bachelor’s
- or master’s degree;
- Relevant experience in an agile software development environment;
- Realization skills with the ability to take on a challenge and make it happen;
- Strong analytical skills and the ability to take decisions based on data and facts;
- Solid communication and collaborative skills to interact with different stakeholders.
**What we offer**
- A salary tailored to your qualities and experience
- Flexible working hours and the possibility to work partially at home
- Reimbursement for travel expenses
- 28 vacation days with a 40-hour working week.
- Pension scheme
- 13th month salary
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- 8% Holiday payment
- Personal growth and challenging work with endless possibilities to realize your ambitions
- An informal working environment with innovative colleagues who strive for the very best
- Dependent on experience job grade 12 - Director level is applicable
-
Customer Journey Expert
7 maanden geleden
Amsterdam, Nederland Brunel Nederland B.V. VoltijdAls 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
3 maanden geleden
Amsterdam, Nederland ING VoltijdAs 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
7 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
7 maanden geleden
Amsterdam, Nederland Knab VoltijdWil 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:
7 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
4 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 Mortgages
6 maanden geleden
Amsterdam, Nederland ING VoltijdING 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 Hypotheken
7 maanden geleden
Amsterdam, Nederland ING VoltijdING 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 Cx
2 maanden geleden
Amsterdam, Nederland ING VoltijdAs 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
7 maanden geleden
Amsterdam, Nederland ING VoltijdWe 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
2 maanden 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 Hypotheken
3 weken geleden
Amsterdam, Nederland ING VoltijdING 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
1 maand 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
3 weken geleden
Amsterdam, Nederland ING VoltijdIn deze functie krijg jij de kans om via de digitale kanalen ondernemers en bedrijven de volgende stap te laten zetten met behulp van een financiering. **Customer Journey Expert - Senior Digital Marketeer** De afdeling _Easy Banking_ is een ambitieuze afdeling binnen _ING Business Banking Nederland_ die verantwoordelijk is voor het realiseren de digital &...
-
Customer Journey Expert
13 uur geleden
Amsterdam, Nederland ING VoltijdDe afdeling _Easy Banking_ is een ambitieuze afdeling binnen _ING Business Banking Nederland_ die verantwoordelijk is voor het realiseren de digital & remote sales doelstellingen. Binnen deze afdeling val je in het _Product Sales Team Lending_ dat verantwoordelijk is voor de leadgeneratie van zakelijke kredieten, leningen en leases aan ZZP-ers en (klein)...
-
Customer Journey Expert
1 maand geleden
Amsterdam, Nederland ING VoltijdTransaction 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 Expert
2 maanden geleden
Amsterdam, Nederland ING VoltijdFinancial 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...
-
Customer Journey Expert
7 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 Payments Tribe: Getting Paid
4 maanden geleden
Amsterdam, Nederland ING Voltijd**Join Us in Revolutionizing Getting Paid experience!** It’s an interesting time to work in payments! The Payments industry is evolving quickly with many new players entering the market. At ING we aim to stay ahead and remain relevant to our customers; not only today but also tomorrow and beyond. That’s why our number 1 priority is to offer our...
-
Customer Journey Expert Commercial Cards
2 maanden geleden
Amsterdam, Nederland ING VoltijdIn Tribe Payments NL we work towards giving our customers the best and most seamless Payments customer journey possible, as well as grow our portfolio. To realize this ambition, we are looking for a Customer Journey Expert (product manager), who has knowledge of Commercial Cards, Payment products and experience with managing and developing a cards commercial...
