Customer Journey Expert in Amsterdam

The opportunity: Customer Journey Expert

For the Payments and Settlements Service organisation, we are looking for a Customer Journey Experts to join our Payments Initiation Area. The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within ING's Agile organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of product management (payment initiation, formats), channel and process optimisation. Can fulfil the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Digital products, Customer Journey, Product development and collaboration with third party solutions providers.

Roles and responsibilities

As a Customer Journey Expert:
•You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies

•You define business requirements for the development of products and services and play a supporting role in the Quarterly Business Reviews
•You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services

•You support the development, implementation and communication of the roadmap.

•You co-manage and prioritize the backlog at the level of user stories, derived from features

•You are responsible for implementing and operating our services for our clients
•You are able to simplify solutions and processes and tell the story clearly to clients and front-office colleagues
•You will share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
•Offering solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
•Ensure seamless customer experience in the full customer journey from pre sales to onboarding to in life;
•Ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;

•You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast changing context of digital transformation

•You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the journeys we are offering.

What you will do as a Customer Journey Expert
•You contribute to the ING One Agile Way of Working and safeguard the Orange Code.
•You are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
•You ensure compliance with ING’s policies and standards.
•You can be appointed as delegate IT asset and/or data owner for IT assets and data in scope.
•You maintain contacts with stakeholders and external parties.
•You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters, FO organization and Service organization.
•You give and ask for constructive feedback.

We redefine banking. What about you?

There has never been a more interesting time to work at ING Wholesale Banking. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

We offer:
•Working in an innovative company
•Working in an open and honest business culture
•Work in an international environment.
•Competitive salary, within job grade 10 to 13 depending on your background and experience
•Good secondary benefits
•The opportunity to work flexible
•The opportunity to further expand your knowledge, through trainings etc.

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. 

We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and known for always being a step ahead. In other words, 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.

• A Master or Bachelor degree
• 3+ years of relevant experience as a Customer Journey Expert. Experience in payments is a must
• Understanding of client needs, digitization and bridging IT and business
• Able to simplify solutions and processes and tell the story clearly to clients and front-office colleagues
• Up-to-date knowledge of the business domain and the underlying application architecture, relevant IT landscape and technologies across different business units
• Responsible for coordinating the resolution of complex high priority incidents
• Fluent in English (verbally and written), Dutch is a plus but not essential
• You are creative and an out-of-the box thinker, proactive, who likes to work in a multidisciplinary team in an agile environment
• A champion of customer experience and know what excites customers
• Able to take it on and make it happen: realization skills
• Possess strong analytical skills and takes decisions based on data and facts
• A pro-active thinker.

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.