Customer Journey Expert
ING Direct
Your role and work environment
We are scaling our digital solutions by further improve our internal processes (via workflow tooling) but also give more processes back to our customers via our Inside Business Portal. As a Customer Journey Expert (CJE) you will be a key player and make complex changes happen within and across Tribes. The CJE has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills.
Your key responsibilities
You will report to the Product Lead of your product spaceYou will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most valueYou will continuously improve the Product and service and the related customer journey based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscapeYou bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance testYou will bridge the gap between users and developers, data analyst in the teamTranslating the voice of the user into clear requirements for your IT colleaguesYou will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etcYou will be responsible for continuous learning and sharing of your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the Lending Delivery organizationYou will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast. Customer journey mapping is one of the key artifacts you need be familiar withWe are looking for:
Experience/affinity with Wholesale Banking Product Area(s) and/or Lending productsExperience in integration patterns (e.g:. reconciliation)Master's degree or equivalentAt least 3-5 years working experience in a similar roleExcellent problem analysis and judgment skillsExperience in defining data needs and design the data (exchange) modelExperience in designing, implementation using API’sExperience with working in complex international environmentsCapable to be a (sparring) partner for the ING business lines and support functionsKnowledge and experience in the agile/scrum way of workingExcellent (English) verbal and written communication skillsOptional:
LoanIQSQLEducation and background
Minimal 3 – 5+ years of working experiencePro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environmentExperience/affinity with Wholesale Banking within Front Office or OperationsInterested in new technologyExcellent command of English
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