Customer Journey Expert I, Area Local Delivery NL

Customer Journey Expert I Area Local Delivery NL

At ING we have bold ambitions to improve the digital experience for our customers while empowering peoples financial health. At the same time we want to make a positive contribution to society and the world we live in.
We look for an enthusiastic driven junior customer journey expert with a strong affinity for content management and automation. Someone who provides our internal business with insights and advice to ensure most fitting solutions for excellent customer experience. The Global Tribe is Enterprise Content & Automation and this position is focused on the Local NL area with their DBNL consumers. Youll also have frequent contact and coordination with Business & IT stakeholders to continuously improve the insights we provide towards the most sustainable and digital integration of our digital products.

The position and work environment
Within the Enterprise Content & Automation (EC&A) we are responsible to provide the best fitting solutions for our digital products covering customer communication and interaction records management and intelligent automation. As part of EC&A the Local Delivery NL area serves our internal consumers predominantly by implementing these digital products to enrich and enhance customer experience to the fullest.

The area is the point of contact towards our direct internal consumers in which we provide solutions from a content management and automation perspective. Here we deliver automation solutions that drive digitization and straight through processing. The teams within the area are a fine mix of customer journey experts data management experts and developers. The skills and experience are not solely confined to a person yet a shared combination within your team. Since the world of digitization and automation are progressing fast we look for someone who is willing to understand and build basic knowledge of content management and automation keeps up to date the changing environment and is able to take stakeholders along.

The role and responsibilities
As a Customer Journey Expert you:

• are an advisor on content management and automation shaping the right conditions in context of the customer or employee journey
• provide content management and automation solutions in line with business requirements in an IT landscape
• excel in testing requirements against the process description document while working with multiple disciplines
• help manage delivery with the team in a most-efficient way fulfilling roadmap commitments and fitting (area) strategic objectives
• are an agile advocate and drive INGs way of working principles towards peers
• nourish and manage your key stakeholders internally and externally in healthy collaboration
• share key information within the team and showcase key contributions across
• analyse processes and offer enhancements for internal operational excellence follow the latest developments of your own focus areas
• How to make impact and be successful further on:
• You have strong analytical skills and go the mile to deliver.
• You are a true team player who can make a difference and is able to take the lead.
• You can express yourself well orally and in writing in both Dutch & English and you can present ideas well.
• You are proactive have an innovative mindset and are capable of challenging business demands.
• You are able to plan your work independently and with your team in an Agile dynamic setting accordingly.
• You have talent for taking it on and making it happen and great enthusiasm for helping others to be successful.
• You are naturally a collaborative person who listens and invests in others to achieve common goals
• You dare to speak-up and change the status-quo naturally
• You possess the ability to thrive in a fast-changing and complex environment
• Within EC&A Local Delivery NL additionally:
• You have basic knowledge of content management and automation and the Enterprise Content & Automation organization.
• You understand the impact of automation and digitization on customer and employee journeys and are able to drive change for optimal customer- and employee experience.
• You have novice understanding of our operational processes and automation solutions.
• You have novice experience in understanding the information needs of our customers. You can convert these needs into technical and functional Process Description whilst overseeing the impact on operational processes.
• You are a strong connector who can lead new content proposals well to the daily practice of your stakeholders both from a customer and business perspective.
• Relevant working experience in Banking and/or Operations is a huge plus.
• 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 ING.

We offer you

• A salary tailored to your qualities and experience
• 13th month salary
• 8% holiday payment
• 24-27 vacation days depending on contract
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• Pension scheme
• Personal growth on the spot coaching and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• An Agile setting so new ideas come to life faster
• Hybrid work-mode to blend working from home for focus and at the office for collaboration & co-creation
• Furthermore we offer you a personal purpose a unique offer and a range of flexible compensation and other benefits:
• Dynamic and challenging work with opportunities to realize your ambitions.
• An informal inspirational environment with innovative colleagues supporting your endeavours.
• A progressive and agile way of working where new ideas are valued ahead of convention.
• And room to define your personal purpose as well.

We redefine banking. What about you
There has never been a more interesting time to work at ING. Were on a journey thats centered around our customers powered by technology and driven by smart determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. Were proud of that!
Would you like to work for a bank where honesty integrity and responsibility are valued Are sustainability caring for others and thinking ahead part of your DNA Do you want to make the difference for our customers thanks to our agile way of working Then read what comes because ING might very well become your future employer.