Customer Journey Expert - Channel Management IV

Your work

Working at the Tribe Digital & Assisted Channels and Customer Interactions means working in a dynamic cross-border international environment. The purpose of Assisted Channels is: We are passionate about our employees so they can delight our customers. With thousands of employees using our services every day we are responsible for stable secure user-friendly and innovative tooling in all assisted channels including call- and chatbots.

We ensure that our customers and employees always have the best experience supported by one generic global assisted channels toolkit. From UX designer to IT engineer we all work towards the same goal. Did you know that currently almost all ING retail countries are using our platforms and were still onboarding new user groups and countries

Were looking for an experienced CJE in our Global Assisted Platform Area. We have a vacancy in a squad in the Customer Interaction Means Product Team. Our ambition is to create seamless end-2-end journeys for all our users. Whether its chat call video advice back office or face-to-face our platform should provide an optimized experience where the tooling is supporting our employees and customers in their daily work.

Working in the Global Assisted Platform Area means working in a highly international and technical environment where your business to IT delivery skills are needed every day. Most of our squads consist of a maximum of 2 CJEs working together with Engineers.

Key responsibilities

These elements will surely be part of your work:

• Representing the voice of the customers and employees by ensuring all the needs of the different types of user groups are clear
• Creating the requirements for the solution to be developed based on your thorough understanding of business needs and technical possibilities
• Initiating new ideas with clear business and customer impact translated into Epics Features and Stories
• Proactively collaborating with other squads - in and outside the area - to develop enhancements and improve our internal refinement process.
• Maintain good relations with stakeholders within and outside our tribe and cross border.

Key skills we are looking for

• Youre passionate about providing our employees with at least the same standard of tooling as we provide for our customers
• You strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment.
• 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 think before you act
• You can create and improve end to end customer journeys based on PACE methodology into specific patterns requirements and user stories
• You have iron-strong agile delivery skills with a hands-on approach
• You have experience with working in a bus-dev-ops environment: you are able to work together with colleagues with different IT skills and you are able to translate requirements into proposed solutions and make sure IT-development can be properly done
• You strive to bring improvement everyday: whether it is in our journeys or in our own way of working
• You are analytical and driven by data rather than gut feeling
• Masters or bachelors degree with relevant experience
• You are fluent in English

Rewards and benefits

We want to make sure that its possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at Benefits in the Netherlands

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

More information

If you have any questions about the position please contact Gijsbregt Garnier or Ren Bostelaar (Product Lead and Hiring manager) or for specific questions.

Ready to apply

Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our tribe. We look forward to meeting you!