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Customer Journey Expert

ING Group Amsterdam, Netherlands
Posted 2 days ago Permanent Competitive
Customer Journey Expert
Transaction Services (TS) is one of ING Wholesale Banking (WB) core business lines. We offer a suite of WB products and services to corporates and institutional clients. We are a significant contributor to the growth and profitability of WB. Our strategy is aimed at ensuring that we continue to support sustained growth for WB by delivering competitive and relevant TS products.

The purpose of TS Delivery Management organisation is to make our clients successful by offering seamless 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 are responsible for harmonisation and digitalisation of the delivery of products and services to our clients and stakeholders.

As a Customer Journey Expert within TS Delivery Management organisation, you will be part of Product Area Accounts & Cash Management and join the Accounts team. You will play an active role in product development, project coordination and roll-out of digital customer journeys and further digitalisation of processes of the Account Management Lifecycle. 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 work in a squad following Agile WoW together with other experts to achieve your squad's mission. You will be working in a team within a professional, dynamic and international environment where you can make a visible contribution to the customer experience and commercial success of ING.

As a Customer Journey Expert
  • You will report to the Delivery Area Lead (DAL) Accounts and Cash Management.
  • You focus on the delivery- and roll-out- related activities for your respective product.
  • You contribute to the ING One Agile Way of Working.
  • You contribute to the improvement of the product 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 apply your experience in supporting the product development with an end-to-end mindset, supporting the COPAF implementation, delivery of the business operations and services.
  • You bridge IT and business through understanding of client needs, digitalisation 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 product 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.
  • Together with your colleagues you are responsible for meeting your sprint- and QBR goals.
  • You support the DAL with managing the demand towards: a.o. WB Tribes, PSS, Market Leaders, Network & Core Banking, COO 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 customer 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 (Local) Product Managers, Process Leads, Client Loyalty Teams, other tribes, countries, 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 product 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 with extensive excel knowledge.
  • 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 team but also independently. A colleague who displays all aspects of ING's Orange behavior.

Proven track record and technical skills
  • Master's or bachelor's degree.
  • Minimum of 3 - 5 years of relevant working experience.
  • Experience and/or affinity with TS Payments and Cash Management products.
  • Experience and/or affinity to deliver results together with 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.
  • Excellent written and verbal English communication skills.

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

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 and reward our people with a generous benefits offer and employment conditions.

Questions?

Contact Wouter Roest for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button.
Job ID  REQ-10077570
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