A day in the life of a Customer Journey Expert at Customer Data – Global Business Service Contribution
● Translate customer demand and market developments into concrete customer data services designed for global use in the ING footprint. These services are often directly integrated into the ING mobile apps, web environments and applications for our (customer-facing) colleagues.
● Apply techniques such as: voice of the customer initiatives, customer journey mapping, business process management, touchpoint analysis to identify customer delights, requests, and challenges.
● Co-create the product feature roadmap (logical slices that represent business value), coordinate with other interdependent teams and partner with stakeholders to set expectations for delivery of new features.
● Organize and facilitate design sprints and refinement sessions to clarify and size functionality.
● Manage stakeholders across countries to ensure re-usability of the services.
● Document use cases, business scenarios, requirements, sequence diagrams etc. as appropriate.
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.
● Relevant experience in product management, software development, business analysis & change management, consultancy is a plus.
● Representation management expertise is scarce, so it is a plus yet not a must. The ability to pick up a new concept and make it your own is required to succeed.
● Experience in leading design and alignment sessions
● Experience in working within an application development team.
● Pro-active approach and strong analytical mind to quickly grasp the essence of what is required.
● Ability to be structured and to the point in communication (verbally and written)
● Curiosity and drive to understand the IT landscape and solutions offered.
● As this is an international role, fluency in English and willingness to travel is expected.
As a Customer Journey Expert, you will have the opportunity to:
· Work in a context stimulating your personal growth and work with endless possibilities.
● Take on a role in a challenging international environment where you can make a difference.
● Thrive in an informal working environment with driven colleagues.
● Work Agile to bring new ideas to life faster.
The team
We are looking for a Customer Journey Expert to join an ING Belgium based squad that is responsible for delivering Representation & Subscription management services for ING Global. Representation & Subscription management is all about the rights an individual or organisations can grant to another individual or organisation to perform banking activities. It is functionality at the heart of our banking proposition and plays an important role to enable ING to become a NextGen digital bank. In addition, it is an area where we foresee many opportunities to further expand the functionality to our customers.
Our Product Area Customer Data collaborates with the tribe Global Customer Data Management (GCDM) that contributes to the overall ING strategy by delivering re-usable and end-2-end customer data services to our consuming entities: ING Retail banks, Business banks and Wholesale bank (global footprint)
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What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
