Customer Journey Expert Product Content Composition & Distribution

Vacancy Customer Journey Expert Product Content Composition & Distribution

Location: Amsterdam

Organization: COO Domestic Netherlands Tribe EC&A (Enterprise Content & Automation)

Area: Content Delivery

Working at ING means working with great people: friendly collaborative and (we think) fun! We empower the people around us and our customers to stay a step ahead. A job at ING comes with autonomy and the expectation to drive progress deliver superior value for our 38 million customers and create a more sustainable future for people and planet.

We are looking for a Customer Journey Expert who will play a key role in shaping how ING communicates with its customers and third parties globally. Our mission is to enable business departments across the bank to compose enrich and distribute messages in a consistent compliant and customer-centric way. You will work at the intersection of customer & user experience technology and regulatory compliance ensuring that every message reflects INGs brand promise and meets the highest standards of quality and relevance.

The team

This Customer Journey Expert position is part of the team that is jointly responsible for Inspire and the international roll-out of our communication chain. Inspire is a customer communication management platform that helps design manage and deliver personalised communications across all channels such as email SMS and post. It enables our colleagues to create and deliver personalised customer communications. Inspire is used by ING entities in various countries and has over a hundred active users. Together with your team you are jointly responsible for driving digital innovation you will take user and business value to the next level and engage in (international) stakeholder management customer support and the onboarding of new international ING entities. You will report to the Product Lead Content Composition & Distribution.

Roles and responsibilities

• Create impact: Deliver projects on time and with the right quality in collaboration with multifunctional teams.
• Design and Optimize Customer Journeys: Translate business needs into seamless communication flows that enhance customer experience across multiple channels (email SMS letters push notifications etc.).
• Content Delivery Enablement: Collaborate with business departments to ensure they can efficiently create and distribute personalized timely and compliant messages using INGs content delivery platforms.
• Stakeholder Management: Act as a trusted partner for internal stakeholders (business lines compliance IT) to align on requirements priorities and delivery timelines.
• Continuous Improvement: Identify opportunities to improve processes tools and templates for content composition and distribution leveraging automation and standardization.
• Data-Driven Insights: Use analytics and feedback to monitor performance of communication journeys and propose enhancements for better engagement and efficiency.

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that youll stay curious. Keep learning. Take on return well back you to develop into an even more awesome version of yourself.

CustomerJourney expert isan exciting position that requires a strong profile. Therefore we are looking for a candidate with the followingqualities:

Experience:3yearsin customerjourneydesign content management ordigitalcommunicationwithinfinancial services orsimilarregulatedenvironments.

Skills:

• Strongunderstandingof customer experienceprinciplesandomnichannelcommunication.
• Abilitytotranslate businessrequirementsintofunctionalsolutions.
• Excellent stakeholder management and communication skills.

Mindset:

• Proactivecollaborative and customer-focused.
• Comfortableworkinginanagile environment andadaptingtochange.

Furthermore:

• Owner of amasters or bachelorsdegree
• Fluent in English
• Ability to spend part of your time in locations across Amsterdam and Leeuwarden where the squadisspread across
• Proven experience or strong affinity with the ING Agile Way of Working is a plus
• BeanOrange Coderole model

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• A challenging position where you can make impact
• A salary tailored to your qualities and experience
• Full time position (36-hour week)
• 24 vacation days depending on contract
• Pensionscheme
• 13thmonthsalary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% Holidaypayment
• 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 dynamic environment with innovative colleagues supporting your endeavors

Interested

Apply directly online. Please upload your CV and motivation letter by clicking the Apply button. We look forward to your application.

About us
Curious about how ING empowers people and businesses to move forward

Discover what we do and what we can offer you.

Questions
Please contact the recruiter attached to the advertisement.