Customer Journey Expert
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Job Location:
Leeuwarden - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Bij ING gaan waardering en steun voor onze medewerkers vóór het zoeken naar extern talent. Als jij denkt dat deze vacature de juiste volgende stap is in jouw ING-carrière dan raden we je aan om te solliciteren. Als je vragen hebt over de vacature of graag meer wilt weten voordat je overgaat tot solliciteren aarzel dan niet om contact op te nemen met de verantwoordelijkerecruiter.
Customer Journey Expert -Reserved balance
As a Customer Journey Expert (CJE) for Reserved Balance you will have end-to-end ownership of a key process within ourproduct CustomerImpactJourneys; the reserved balance process. The Reserved Balance (ResFunds) process involves managing reserved funds for former clientsandfacilitatingpayouts upon requestwhileensuring all activities are compliant. You are expected toknow the ins and outs ofthese processes from both the customer and internal perspectives.
You will lead and implement changes aligned with INGs strategic goals. Together with your Product Lead you manage andwork onthe backlog of change requests enabling effective prioritization in close alignment with stakeholders.You actively safeguard this prioritization during stakeholder meetings.
You are also responsible for keeping communication channelssuch as ING Today and IRISup to date with relevant process information. You lead all risk-related activities (including PBRA Cas audits PARPs etc.) in a pragmatic proactive and efficient manner.You do this in a multidisciplinary squad (business and IT) based in Leeuwarden working together to deliver outstanding customer and employee experiences.
The Team
The product Customer Impact Journeys is part of the Daily Banking and Mobile Led (DB&ML) department.Weare responsible forthe customer journeys related to successions (for the heirs of deceased customers) seizures and reserved balances of former clients. At ING Netherlands we aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within DB&ML we pursue this ambition through our growth drivers: commercial growth outstanding customer experience and financial health & inclusion all while keeping our basics in order.
Roles and Responsibilities
As a Customer Journey Expert Reserved Balance you will:
- Own andoptimizeend-to-end processesfor managing reserved funds of former clients ensuringcomplianceandfacilitatingtimelypayouts.
- Mapanalyze and improvethe(customer)journeybyidentifyingpain points and opportunities translating insights into actionable improvements.
- Drive and implement changesin line with INGs strategic goals collaborating closely with your Product Lead and stakeholders to prioritize and deliver on the change backlog.
- Safeguard process compliance and risk managementby leading risk-related activities (such as PBRA Cas audits PARPs) in a pragmatic and proactive manner.
- Monitor and report on process performance using data and feedback to continuously improve efficiency compliance and customer satisfaction.
How to Succeed
We hire smart people like you for your potential. Our biggest expectation is that you stay curious keep learning and take on returnwellsupport you in becoming an even more awesome version of yourself.
Werelooking for someone who:
- Hasapro-active andcan-do attitude
- Enjoysexperimenting with new things and isthinking outside the box
- Isanalytical and takesdecisions based on data and factsand iseager to transform data into actions
- Has a strong customer focus and a passion for delivering outstanding customer journeys
- Has experience in developing digital customer experiencesandhas experience with AzureBloomreach Adobe Inspireand other tools thatfacilitatethis
- Is fluent in Dutch and English (verbally and written)
- Experience withAgile developmentmethodology including the team backlogmanagementand allotherceremoniesis a plus.
Rewards and benefits
We want to make sure thatitspossible 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
- 25-28vacationdaysdependingon contract
- Pensionscheme
- 13thmonthsalary
- 8% Holidaypayment
- Hybridworking
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
About us
Curious about how ING empowers people and businesses to move forward
Discover what we do and what we can offer you
Questions
Contact the recruiter attached to the advertisement. Want to apply directly Please upload your CV and motivation letter by clicking the Apply button.
Key Skills
- Hr Executive Recruitment
- Internship
- AIX
- Fleet
- Information Technology Sales
About Company
ING Global Career Opportunities - Welcome to 'careers at ING'. We give you the space to develop yourself as an intern, trainee and professional. Check out our opportunities. Jump on!
