Customer Journey Expert Representation Management:

5 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 customer data services which can be directly integrated into the mobile, web and assisted channels of our consuming entities: ING Retail banks, Business banks and Wholesale bank.

We are looking for a Customer Journey Expert to join our feature squad responsible for delivering Representation management data services.
- Representation management: is all about the rights an individual or organisation can give to another individual or organisation to perform banking activities on their behalf. It is functionality at the heart of our banking proposition and plays an important role to enable ING to become a NextGen digital bank. In addition, it is an area where we foresee many opportunities to grow and further expand the functionality for our customers.
- Data services: services which enable our customers to view and change their data, for example the right to execute a payment on their behalf. These services include a front-end component and a back-end component (APIs), and are delivered on our platform OnePAM.
- Feature squad: squad which delivers the data services and is supported by the platform squads. The squad consists of a product owner, customer journey experts and engineers who collectively are responsible to deliver the data services as designed by the customer journey expert.

**Your challenge**

Your responsibility is to translate customer demand into concrete customer data services.

Challenge 1: you should be able to determine which functionality and journey/process would excite our customers, and break it down in use cases and journey/process flows.

Challenge 2: translate this input into a data service design (handshake/hug between functional and technical design) ready for development by the engineers. Together with the PO of the team, you also ensure the services are delivered and consumed by the entities in line with your plan.

Activities include:

- Create/document use cases, business scenarios, requirements, sequence diagrams, feature files etc.
- Co-create the feature roadmap, coordinate with other squads, and partner with consumers to support service integration
- Manage stakeholders across countries to ensure re-usability of the services
- Organise and facilitate design sprints and refinement sessions to clarify and size functionality.
- Co-write software development specifications and test cases where applicable
- Participate in daily scrums with the team to help ensure that work gets delivered according to plan
- Provide high quality service & support to (internal) consumers of your services

**What we would like you to bring to the team**

We are looking for someone with drive and structure to deliver from concept to execution.
- Knowledge and experience:_
- Master’s or bachelor’s degree
- Relevant experience in product management, software (API) development, business analysis & change management, consultancy
- Representation management expertise is scarce, so it is a plus yet not a must. The ability to quickly pick up a new concept and make it your own is required to succeed
- Curiosity and drive to understand the IT landscape and solutions offered
- Experience and ability to structure and lead design and alignment sessions
- Pro-active approach and strong analytical mind to quickly grasp the essence of what is required
- Ability to be structured and to the point in communication (verbally and written)
- Fluent in English
- Willingness to travel

**What we offer**
- 36- or 40-hour work week
- Job scale 17 (GJA Customer Journey Expert - Universal IV)
- A competitive salary tailored to your qualities and experience
- Hybrid working location, with our office located in Amsterdam (Global HQ)
- Personal growth and work with endless possibilities
- Challenging international environment where you can make a difference
- An informal working environment with driven colleagues
- Work Agile to bring new ideas to life faster

**Match?**

**Would you like more information first, please contact Joris Verhallen, **Product area lead Representation management

**About Us

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