Your role
As a Customer Journey Expert (product-CJE), your challenge is to offer our clients the best mobile customer experience for their financial needs in every important step of their life by leveraging on our digital capabilities and by designing smart processes with clear, transparent communications.
You analyze the needs and behaviors of our customers and build up thorough knowledge of the end-to-end key moments of life - processes.
These insights enable you to design, develop and optimize customer journeys to create the best, most efficient CX in a future proof way. You implement strong and robust E2E-processes that support the customer journeys in the domain of Life Events; you know & follow up the knowledge of the risk items for those journeys.
You are or you become the domain expert of the end-to-end processes. This includes knowledge of legal framework, stakeholder management with Client Services, Segments, and other Tribes within ING.
Together with your stakeholders (Risk, Retail Advice Team, Client Services and segments) you manage end to end the processes of Life Events Domain on a daily basis incl, NPS, EPS, Risk, Customer communication, process design, ...
Your Key Responsibilities
- You measure proactively and report on the journeys of your domain e.g. NPS, digital adoption, conversion rate, customer, and employee feedback …
- You are the data owner (by delegate) of all data managed in your process and thus in charge of all data-related work.
- You implement the defined roadmaps and plan accordingly to make sure the delivery streams of the delivery squads are enabled.
- You help your squad master in balancing run work & change related work. You plan independently ahead to make sure agreed dates of go lives & deliveries are met. You make sure this planning is visible & clear via the tools used by the team
- You are responsible for all communication related to your process, in digital or assisted channels and use this knowledge to boost the digital adoption of our digital flows (where applicable).
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 a knack for always being a step ahead. 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. You are analytical & structured.
- You have a 5 to 10 years in the banking sector, are fluent in English and Dutch or French
- Change & innovation is part of your DNA: you are interested in how the world evolves and translate this into the continuous improvement of our customer propositions & way of working.
- You hold a master's degree or are qualified with relevant experience.
- You write & communicate easily & efficiently in English and Dutch or French. You write easily in ING's tone of voice.
- You are comfortable with a variety of tasks and don't mind to do both follow-up ànd 'groundwork'.
