Job Description, Responsibilities & Requirements
About the Position
Senior Customer Journey Expert Current Accounts
At ING, we aim to create the most personal and impactful mobile-led financial experience for our customers. Join our bold ambition as a Senior Customer Journey Expert in the Current Accounts squad, a dynamic team at the heart of our bank’s daily banking proposition.
Responsibilities
As a Customer Journey Expert, your daily activities will include:
- Ensuring an excellent customer experience for our clients, delighting them from ideation to delivery.
- Impacting millions of customers daily to ensure they are delighted in every interaction.
- Having a deep understanding of subscription-based business models and translating customer needs into tangible user stories.
- Leading discussions with stakeholders and communicating with all levels in the organization about the initiative.
- Defining the strategic path for current accounts and subscription packages, analyzing the market, evaluating trends, and assessing business cases.
- Working in an Agile way to support the Squad Master in the orchestration of the work of one or several squads.
- Monitoring performance and reliability of journeys, participating in the resolution of incidents, and ensuring that the risk is under control.
Requirements
- Proactive attitude: You make things happen and anticipate roadblocks.
- Analytical and data-driven skills: Strong Adobe expertise and a passion for financial insights.
- Stakeholder management & communications skills: Ability to maneuver through complex policies, processes, and people-related organizational dynamics.
- Customer experience (CX): Improving current journeys with a passion for delighting the end user.
- Understanding of the daily banking landscape: A definite plus.
Nice to Have
- Challenge the status quo: Asking the right questions towards stakeholders to ensure the most effective & efficient solution is moving forward.
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
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.
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!