Customer Journey Expert for WB CDD

Purpose of the job

As a Customer Journey Expert in Wholesale banking Financial Crime Prevention (WB FCP) team you will play an important role in making sure ING can live up to regulatory requirements. The Customer Journey Expert (CJE) facilitates connection & cooperation between delivery tribes and operations. CJE is responsible for user acceptance testing of new functionalities of tolling used in end – to – end WB CDD process, supports their implementation in operations, enable feedback loop and continuous improvement process via change request definition and alignment across user groups.

Your role and work environment

As Customer Journey Expert within the WB FCP domain, you will work on the development of a differentiating customer experience in a dynamic environment where Fintechs, innovation and customer needs are central.

In this Customer Journey Expert role you will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities to better support operation teams and thus better serve ING customers. You will have an eye on the long term perspective. You will proactively anticipate dependencies and collaborate across the WB Tribes and operation teams as it relates to the tooling throughout end to end WB CDD process, portfolios and client segments.

Your key responsibilities

As a Customer Journey Expert you:

• Are representing the voice of operations, have a strong vision how to support end to end WB CDD processes and focus on continuously improving those.
• Will share the responsibility to provide a differentiating experience and realize change by design, develop & implement improvements of the WB CDD tooling from an end-to-end mind-set
• Determine – in consultation with your Product Owner, Tribe Lead and Operation Leads – the features and users stories that improve the customer & employee experience and support in prioritizing the backlog of the Tribe.
• Define business requirements for the development of services and play a supporting role in the QBR.
• Maintain contacts with stakeholders and external parties and support the Product Owner and Chapter Leads within the respective Tribes.
• Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).
• Evaluate our way of working with the aim to continuously improve.

We are looking for

Besides the qualities that are described in ING’s Orange Code, you are an inspiring, approachable candidate and pioneer of the cross-border culture, displaying the following behaviors:

• Ability to take responsibility to increase the customer & employee experience and WB CDD process performance by applying customer journeys based on facts and data.
• Ensure compliance with ING’s policies and standards.
• Managerial courage to question colleagues across the value chain.
• Ability to think out of the box and drive innovation.
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. You like to connect people and clear communication is a matter-of-course for you.
• Strong resilience; ability to navigate through ambiguity.
• You get energy from working on concrete and tangible results in a complex and continuously changing environment.

Proven track record and skills required

• Master’s degree.
• More than 5 years of a proven track record at working with customers and designing customer journeys or in WB CDD operations
• Experience in guiding and realising change in international roles.
• Personality and the capabilities to optimally function within an Agile environment.
• Experience in guiding and realise change.
• Analytically strong and make decisions based on data and facts.
• Creative, innovative and strategic thinker with an eye for detail.
• Communicative and organisational strong, you actively ask for feedback, but you also give constructive feedback on the work of others.
• You know how to manage various stakeholders and are organisation-sensitive.
• You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.
• Profound knowledge of Excel and PowerPoint.
• Fluent in English.

Wage (gross)

• 2 510 EUR/month
• *By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.