Senior Customer Journey Expert Current Accounts

About the Position

Senior Customer Journey Expert Current Accounts

At ING, we have the bold ambition to create the most personal and impactful mobile-led financial experience for our customers, while making a positive contribution to the society and the world we live in. The tribe Daily Banking & Client First is at the heart of these ambitions.

The Current Accounts squad consists of 6 CJE’s. A dynamic, cross-functional squad at the core of the bank’s daily banking proposition. The team combines customer insights, product strategy, journey design, data-driven analysis, and commercial thinking to create experiences that customers truly use, love, and stay for.

We work in close alignment with Risk, Compliance, and Legal to ensure our journeys are not only innovative but also fully compliant and future-proof. We work hand-in-hand together with our delivery teams, to bring ideas to life, ensuring a strong connection between vision and execution.

Responsibilities

• Ensure an excellent customer experience for our customers. Delight our clients in all areas: from ideation to delivery, from advertising to support.
• Impact millions of customers every day to make sure that they are delighted in every interaction.
• Have a deep understanding of subscription-based business models. Deduct the needs and expectations of our customers and translate these to tangible user stories.
• Lead discussions with stakeholders. Guarantee that everybody is moving in the same direction. Communicate with all levels in the organization about the initiative.
• Define the strategic path. You are in the driver seat to define the strategic vision of the current account and subscription packages. Analyzing the market, evaluating trends, differentiation from the competition, and assessing business cases are key in the role, all supported by quantitative evidence and robust data analysis.
• Work in an Agile way: you support the Squad Master (PO) in the orchestration of the work of one or several squads to bring to production the features/journeys defined in the roadmap. You help prioritize the backlog of your squad and support in delivery.
• Monitor performance and reliability of your journeys, you participate in the resolution of incidents and ensure that the risk is under control (following ING’s Risk framework).

Requirements

• Proactive: You don’t wait for things to happen, you make them happen. You anticipate roadblocks, act fast, and always look one step ahead to keep momentum high.
• Analytical and data-driven skills: A professional with strong Adobe expertise and a passion for financial insights. We’re looking for someone who thrives in a fee-based business environment and leverages data to deliver impactful results.
• Excellent stakeholder management & communications skills: You maneuver easily through complex policies, processes, and people-related organizational dynamics across ING; you have the ability to bring people together to work towards the same purpose. And you are good at explaining complex issues in an easy-to-understand way to get people on board.
• Brave to challenge the status quo: Asking the right questions towards stakeholders to ensure the most effective & efficient solution is moving forward.
• Live and breathe CX: Improving the current journeys with a passion for delighting the end user is one of your main assets.
• Solid understanding of the daily banking landscape: A definite plus.

We Offer

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About the Company

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Questions or want to apply directly?

Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!