Customer Journey Expert - Fraud in Amsterdam

The opportunity

We redefine banking. What about you?

We at ING are pioneers. Our end goal is to unite ING and to achieve a single and best-in-class experience for all customers worldwide. In order to unite, we decided to build a leading European banking platform first, starting with two of our home markets: Belgium and the Netherlands. The Tribe Fraud & Cybersecurity is a cross border Tribe.

Do you want to make a concrete contribution to innovative solutions that minimize fraud? And ensure that customers actually experience security in banking? Then the role of Customer Journey Expert in the field of fraud at ING Bank is perfect for you!

We believe ING plays an pivotal role in protecting our society: in a changing and uncertain digital world we provide peace of mind by ensuring ING is the safest bank. Confidence in the brand of ING, to secure data and services, is the foundation of our existence. So therefore our purpose is:

We as Tribe Fraud & Cybersecurity enable society to do banking in a safe and easy way. We protect your financials by being the best in fighting fraud and combatting cyber threats.

For years, ING has been a step ahead when it comes to innovative solutions for safe banking. It is not without reason that the technology that we use in voice, finger and face recognition, for example, is increasingly being used by others for authentication. And the way in which we help customers who, despite all the measures, still have to deal with fraud is special. For example we ensure that customers who are victims of fraud and who are entitled to compensation, receive the money in their account within a day. Just to mention something. We really do everything we can to make banking even more secure in a customer-friendly way and we want customers to experience this every day. And this is also reflected in our fraud figures. So work with real impact. In order to remain a leader in this regard in the coming years, we work with people who are creative, have a sense of IT and who put their ground breaking ideas into practice every day.

Would you like to work for a bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working? Then continue reading because ING might very well be your future employer.

Your working environment: Fraud & Cyber ​​security

Within our Tribe Fraud & Cybersecurity you will work as a customer journey expert in one of the Fraud Detection squads. Your squad focusses on delivering best in class customer & employee experiences, mainly in fraud alert handling processes.

Roles and Responsibilities

• You will be part of a multi-skilled squad which purpose is to develop and maintain ING’s fraud related journeys, such as alert handling, reimbursements, mule exit processes, etc. Within this squad, together with the product owner, you are responsible for all non-IT parts of (the delivery of) the journey’s and applications.

• Your squad is end-2-end responsible for both the employee and customer journey of these processes.. Your role is to look for innovative, safe, cost-efficient and customer friendly improvements for these journeys, and to implement them together with the rest of the squad.

• Your role will be very broad; you will be thinking about new solutions and performing customer-research to test your concepts. When refining the solution, you will work with end-users UX experts to optimize the journey. And during implementation you will also be responsible for the information in our channels such as ING.nl and the instruction for the colleagues in the assisted channels.

• You are willing to travel occasionally.

Your skills and experience

• You have experience in refining & implementing new features and functionality

• Strong affinity with IT; experience in refining employee journeys in the PEGA platform is preferred, especially in digital channels

• Experience in measuring and optimizing customer journeys. You have experience in designing and continuously improving processes and customer journeys. Experience in methodologies as NPS, CES, PACE, LEAN and OKR are welcomed.

• Experience in staying up to date with legal requirements for the processes you are responsible for

• You have at least 5 years of (relevant) experience, preferably in an international setting

• You have experience in working in an Agile environment

• You are able to adapt your level of (technical) detail based on your audience. You can put yourself in the shoes of your customer and imagine how they would expect our applications to work

• You are fluent in English, both in writing and speech

• You are pro-actively asking for feedback and don’t hesitate to give feedback to others

Personal development

In order to make sure we continue to have the right people in the right spot, ING will invest in your personal development. But we also expect you to take initiative and make sure you keep yourself and your colleagues up to date on recent development in your area of expertise.

What we offer

• A 36-hour working week. You will be based in Amsterdam, however to upcoming period working from home will remain the standard. After that ING will start working in ‘Hybrid’ mode, where on average you will work 50% from home and 50% from the office.

• Plenty of personal development and possibilities and career options

• Laptop and mobile phone