Customer Journey Expert | Communication Content Expert | Enterprise Content & Automation

Customer Journey ExpertCommunication Content ExpertEnterprise Content & Automation

Customer Journey ExpertIIareaCommunication as a ServiceLocalDeliveryNL

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 the society and the world we live in.

Weare in need ofanexperiencedstrongcustomer journey expertto join our dynamicGlobalTribeEnterprise Content & Automation(EC&A).The position isfocused onareaCommunication as a Service (CaaS)LocalDeliveryNL where youwillbe the linking pinbetweenbusiness IT and our customers. With yourcustomer communication- andproject managementexpertiseand strong communication skills you ensure that our solutions are technicallyfittingandalso seamlessly meet the needs of ourstakeholders.The primary focus istoprovide our business with communication insights and content advice to ensure mostsuitablesolutions for excellent customer experience whilst driving realization.

The position and work environment
Local Delivery NLisresponsibleforservicingthe best fitting communicationadvice andsolutions thatfollowsourcommunicationlegal policywhichcallsour customers foraction orprovidepersonalrelevantinformationthroughsystem messaging. Othercapabilitiesweincorporateinto journeysarefor instancearchiving of content signing and automation amongst others.

The team in scopeis the front-line towards ourproduct familieslikePayments KYCDaily BankingBusiness Lendingfor whomwe providecontentsolutions from a customer communication management perspective. Here we deliver system communication that drives digitization and straight through processing. TheCaaSarea hasa fine mix of customer journey experts advisors content developers and communication data experts. The skills and experience are not solely confined to a person yet a shared combinationand responsibilitywithin your team. As we are moving towards a self-service business model the dynamics with our stakeholders and responsibilities are about to change. To remain future proofand be on our target landscape there is a strong need of someone who is savvy in contentsolutioning understands the customer experiencedirection is able to advise manage stakeholders distinctivelydrive projectsand has a robust notion of streamlining processes to operational excellence.

Theareaconsists of three multi-disciplinarysquadswhere Customer Journeys Experts and (Content)Developerswork closely together.Youwill become part of one of theCaaSareasthat drivecustomer communicationchange self-serviceandcontentdelivery forING NL.TheCaaSareasareinclosecollaboration withtheGlobalITPlatformareasto transformand utilizetheir capabilities into usableservicesforother departments within the bank.

The role and responsibilities
AsCustomer Journey Expertfor Communication as a Serviceyou:

• have a passionfor digitizing business processes and customer journeys:

• help leaders and your team prioritize and address the most critical gapstowardstarget and lead content projects for ING NL to a meaningful customer and employee experience

• takeinitiative andownership on the end-to-end content journey

• provide content design and communication solutions in line with business requirements in an IT landscape

• 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

• analyze processes and offer enhancements for internal operational excellence

• follow the latest developments of your own focus areas

Who are we looking for

Wesearch for highlypotentialand bright peoplewho are fitting our orange values helping other to be successfultakingresponsibility and being a step ahead.Additionally raising the bar for themselves as for otherscontinuingto embrace the learningheartbeat.

• You have a completed HBO/WObackgroundwithat least3years relevant work experiencewithcustomer journeysandcustomer communicationmanagement with proven execution powerfrom initiation to implementation

• Youhave a proven track of data-drivenanalysesturninggained insights intoestablishedimprovements

• Youare a collaborative personwho can take the lead andmake a difference

• Youspeak-up andcan express yourselfwellorally and in writing inboth Dutch &Englishto different stakeholdersand you can present ideaspowerfully

• You are proactive have an innovative mindsetandare capable ofpicturing andstreamliningIT & Businessdemands

• You arestronginplanningyourworkindependently andin team contextin ahighly dynamicAgile dynamic setting

• You possess the ability to thrive in a fast-changing and complex environment

Within EC&ACommunication as a Service additionally:

• You are astrongconnector who canleadnewcontentproposalswell to the daily practice ofyour stakeholders.

• You can convertbusinessneeds into technical and functional requirementsand bring this to life.

• Youhave a proven track recordin increasing efficiency and simplifying processes.

• You have advanced knowledge ofCustomer Communication Managementandproper understanding ofworking withCCM tools.

• Youunderstand the impact of content on communication touchpoints and are able to drive change for optimal customer experience.

• You are eager and open to learnand build up skills in a highly dynamic environment.

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 atBenefits ING.

We offer you

• A salary tailored to your qualities and experience

• 13thmonth 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 coachingand challenging work with endless possibilities

• Aninformalworkingenvironment with innovative colleagues

• AnAgilesetting so new ideas come to life faster

Furthermore we offer you a clear purpose a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions.

• An informal dynamic environment with innovative colleagues supporting yourendeavors.

• A progressive and agile way of working where new ideas are valued ahead of convention.

• And room to define your personal purposeas well.

We redefine banking. What about you

There has never been a more interesting time to work at ING. Were on a journey thatscenteredaround our customers powered by technology and driven by smart determined people. Our customers feel that our people are empowering them to stay a step ahead in life and in business. And were proud of that!Do you want to work at the cutting edge of whats possible and at the same time ensure you work with integrity and hold the customers interests at heart Do you want to be surrounded by progressive inspiring diverse and supportive colleagues Then there is no better place to invest your talents than at ING.Join us. Apply today.