Customer Journey Expert

4 weken geleden

Amsterdam, Noord-Holland, Nederland ING Voltijd

Customer Journey Expert

As a Customer Journey Expert at ING, you will contribute to delivering top-notch services and products for our customers in Netting and Cash Pool. You will lead and manage end-to-end customer journeys from design to development and implementation in this field. Your core focus will be on delivering value to our customers, not on what ING wants to build.

Bank Mendes Gans (BMG) as an organization

BMG is a niche bank for liquidity and information management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. We serve our multinational client base with an integrated range of liquidity and information management services supported by a high level of professionalism and personal service. BMG is a full subsidiary of ING and is part of ING Wholesale Banking.

BMG Company culture

  • A customer-centric and result-driven mentality with professional, high-quality standards
  • An organization that values initiative and entrepreneurship
  • A true hands-on mentality
  • An informal working environment

Your work field

As a Customer Journey Expert within the Cash Pool product area, you will contribute to delivering top-notch services for our clients. In close alignment with our stakeholders, you will work on continuous improvement of our Cash Pool product.

The Cash Pool product domain is responsible for all aspects related to customers' need to optimize their interest results. It focuses on creating the best possible experience when it comes to automating cash concentration policies and reporting on global positions. Underneath these two journeys lie two business-critical product engines; a bank account information service and an interest calculation module.

This broad scope requires you to be able to switch fast and to connect analytical skills to practices. You really want to mean something for BMG customers and internal stakeholders. You get energized by completing customer journeys and deliver impactful results to the customer. Additionally, you have tangible experience with process improvements, and you are able to stand for the quality and development of your product.

What are you going to do

In daily close collaboration with your Product Owner, squad, UX, communication, and business representatives, you are continuously working on designing, developing, and implementing product improvements driven by fact-based (customer) insights, before and after introduction. The goal is creating the desired value and outcomes for our clients. You also ensure that successful propositions are implemented and secured in the operational processes of BMG.

The process of defining and setting up a customer journey is in full development. You focus on continuous improvement of the customer journey process, so BMG can help the customer to fulfill their business needs.

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'll back you to develop into an even more awesome version of yourself.

You are an enthusiastic professional who gets energy from working on concrete and tangible results. You like achieving this by working together with multidisciplinary teams and jointly taking responsibility in realizing the purpose of your squad. At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to achieve the end result. Customer centricity is your primary driver. In short, you take the initiative and operate independently, but you also attach equal importance to cooperation and the joint achievement of the objectives. You are driven to continually develop and/or broaden your own expertise. You are an example and stimulator of the new culture (Orange Code) and the BMG Way of Working.

Furthermore, you have:

  • Current residency in the Netherlands
  • Master degree, preferably in Finance, Economics, Business administration, Business Analytics
  • Knowledge of the wholesale banking industry (preferably knowledge about the BMG products)
  • 3+ years relevant experience as a Customer Journey Expert or Product management
  • You are analytically strong and can structure complex problems. Your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you.
  • You are solutions-oriented, capable to explain complex topics in an understandable way. Driven and customer-focused, loving to collaborate with different people.
  • You translate qualitative insights into relevant and impactful propositions and improvements; This enables you to connect different disciplines within BMG.
  • Excellent in stakeholder management (like IT, Operations and the front office)
  • Fluent in written and spoken English and understanding the Dutch language is preferable, as the majority of the team often communicates in Dutch and you easily join conversation.

Interested? Great

Do you want to be our new colleague at ING within the Customer Journey Expert team at BMG? We are looking forward to meet you. Please submit your cover letter, explaining why you are interested in joining BMG specific (not ING) and how we can help you further in your career and how your experience will enhance our team, and of course your most recent CV.

Rewards & benefits

We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions.

The benefits of working with us at ING/BMG include:

  • A salary tailored to your qualities and experience
  • 36 or 40 hour workweek
  • Individual leave: 24+2 individual holiday days based on 36 hr workweek
  • Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
  • CSR days: up to 2 days per year to actively engage in society by volunteering
  • 13th month salary
  • 8% Holiday payment
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary
  • Mobility card
  • Attractive pension scheme
  • Hybrid working to blend home working for focus and office working (minimum 2 days) for collaboration and co-creation.

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