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Customer Journey Expert Bank Mendes Gans

ING Nederland Amsterdam, Netherlands
Posted 2 months ago Permanent Competitive
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ING Media
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Customer Journey Expert at Bank Mendes Gans (BMG)

As a customer journey expert, you will contribute to BMG becoming the bank which provides top notch services and products for our customers in Netting and Cash Pool. Together with the Product Owner, you lead and manage the end-to-end customer journeys from design to development and implementations in this field. The core in these journeys is not about what BMG wants to build, it is about what value we want to deliver to our customers. 

 

Organization 

Bank Mendes Gans (BMG) is a niche bank for liquidity and information management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. BMG serves its 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. 

 

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. 

Cash Pool is in the core of the BMG service offering. Cash Pool concentrates company’s available cash and borrowing needs, to centralize all credit and debit balances of the subsidiaries whenever a large corporate client needs better cash visibility, better FX conditions and committed customer service to help with his broader liquidity management challenges.  

Netting is a BMG solution to boost cash flow efficiency; it reduces transaction and Foreign Exchange (FX) costs by centralizing the (intercompany) payables and receivables for corporate clients. 

Payments are essential for both Cash Pool and Netting. Channels ensures clients can access their data in whatever way works best for them, be it via our Megabank system, our mobile app or our connectivity solutions. 

You will work on continuous improving our services in close alignment with our stakeholders, including ING.  

 

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 squad and business representatives, you are continuously working on designing, developing and implementing product improvements driven by fact-based (customer) insights. 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 fulfil 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 team(s) 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:

  • You speak and write fluent Dutch and English and have current residency in the Netherlands 
  • Master degree (preferably in Business Administration, Finance or Economics) 
  • You are analytically strong and can structure complex problems. Furthermore, your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you 
  • You have experience as Customer Journey Expert and a proven track record in customer journeys analytics 
  • You have affinity with IT 
  • You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment 
  • You are a naturally collaborative person who listens and invests in others to achieve common goals 
  • You love to challenge the status quo and are eager to propose creative solutions to problems 
  • You are solutions oriented, capable to explain complex topics in an understandable way 
  • You are creative, analytically minded with attention to detail 
  • Driven and customer focused, loving to collaborate with different people 
  • You are flexible in your working hours because of our global customers in Asia and the States 
  • Hands-on experience in agile delivery methodology 
  • You translate qualitative insights into relevant and impactful propositions and improvements; This enables you to connect different disciplines within BMG 
  • You are excellent in stakeholder management (like IT, Operations and the front office)  

 

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 here.  

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% Holiday payment 
  • Personal growth and challenging work with endless possibilities 
  • An informal working environment with innovative colleagues 
  • Work Agile, so new ideas come to life faster 

 

Want to apply directly?

Please upload your CV and motivation letter by clicking the “Apply” button. 

About us 

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!

 

Job ID  REQ-10044734
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