Customer Journey Expert – Workflow WB FCP Change

Within WB FCP we are transforming the way how we perform CDD from Manual to Meaningful. As we are focusing on building our own PEGA workflow we are also committed to fully digitizing our CDD process and utilizing AI to automate the daily repetitive tasks we are currently faced with.

Would you like to work with a team of dedicated experts and drive impactful innovations using the latest technology

Role and Responsibilities

As a Customer Journey Expert (CJE) you have the responsibility for the development management and harmonization of services with the aim to provide a differentiating customer and employee experience. You bridge the gap between business needs and delivery teams balancing innovation operational impact and user centricity. We are looking for a CJE with strong (strategic) knowledge of digital transformation and workflow optimization as well as analytical skills regarding data analysis and journey analytics. Candidates with a deeper understanding in the domain of digital banking and customer experience are also invited to apply.

Key Responsibilities

• Stakeholder management: Business value is our main priority. Together with the squad you will be responsible for the stakeholder communication strategy. You will work closely with the end users (KYC analysts) interview them collect feedback listen and challenge them so we can build a well-loved Customer Journey that delivers the most value.

• Content alignment: For the squads and your chapter you are the to-go person regarding the end-2-end CDD workflow journey. You work closely with the FCP Center of Excellence GPLs/SMEs and continuously improve the Product and customer journey based on policy and regulatory requirements.

• Bridging the gap between our users and the developers. Translating the voice of the user and the business requirements of the COE into clear user stories for your IT colleagues.

• Embrace data driven development. When designing solutions you always think with business value in mind. You define clear business goals and ensure proper measurement of the results. You learn and adapt based on data.

• Risk management: to build a safe and secure Product working together with the team to comply with NFR risk requirements e.g. IT risk RCSA processes etc.

• Knowledge Sharing: Continuous learning and sharing of your experience/ knowledge with the Change Department and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself and the squad.

• Agile Development: You will use different ways of working like design thinking lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big start small and scale fast.

What is in it for you

We are looking for someone who is tired of the current processes and systems. Someone with a growth mindset who wants to drive change and work on digital initiatives. We will provide you with the environment and support to learn new skills via trainings and hands on experience (e.g. IT product development etc.) and turn your innovation ideas into reality (e.g. via design sprints hackathons etc.). You will be enabled to Do Your Thing working in an environment with a clear and ambitious change agenda a diverse fun and energetic Area.

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 we back you to develop into an even more awesome version of yourself.

• Bachelors Degree preferably in system or business information technology or a related field

• Minimal of 5 years of working experience

• Thrives in a collaborative virtual team environment working closely with colleagues across various locations that are working towards common goals

• Enjoys working to improve process and procedures that require engagement with various other stakeholders

• Is a self-starter who is willing to take the lead on projects and initiatives for the benefit of the FCP and the broader ING WB

• You have a pro-active attitude; you speak up about your ideas

• Open minded goal driven personality and the capabilities to optimally function within an Agile environment

• Experience/affinity with Wholesale Banking within FCP domain

• Interested in new technological and data science applications

• Excellent command of English

• Has excellent written and oral communication skills. Experience and proficiency in PowerPoint will be an asset

• Is detail-oriented and accurate you can manage multiple projects simultaneously and meet tight deadlines

What we offer you

• A clear purpose a unique offer and a range of benefits

• Personal growth & challenging work with the opportunity to acquire skills experience and progress your career in banking.

• Informal dynamic workplace with innovative colleagues supporting your endeavors.

• Exposure to an international environment and close collaboration with colleagues across the globe

• On-the-job training to translate theory into practice learning from highly experienced professionals is.

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 salary tailored to your qualities and experience

• 25 - 28 vacation days depending on contract

• Pension scheme

• 13th month salary

• 8% Holiday payment

• Mobility Card

• Hybrid working

• 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 forwardDiscover what we do and what we can offer you.

Questions

Contact the recruiter attached to the advertisement for more information. Want to apply directly Please upload your CV and motivation letter by clicking the Apply button.