Customer Journey Expert Universal - Customer Data

A day in the life of a Customer Journey Epert 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 epectations 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 epectation 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 eperience in product management, software development, business analysis & change management, consultancy is a plus.
• Representation management epertise 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.
• Eperience in leading design and alignment sessions
• Eperience 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 epected.

As a Customer Journey Epert, you will have the opportunity to:

• Work in a contet 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 Epert 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 NetGen digital bank. In addition, it is an area where we foresee many opportunities to further epand the functionality to our customers.

Questions? Just ask
Isabelle Andrieu