Customer Journey Expert @ Onboarding & Acquisition

Looking for a strong performance booster with a hands-on mentality!

For our tribe Daily Banking & Digital First, we are looking for a native Dutch speaking Customer Journey Expert (CJE) to join our Onboarding & Acquisition Value Space. Are you data driven, keen to improve the digital flow performance? And are you curious enough to learn how our IT developers connect the dots behind the customer experience in order to implement improvements and innovate together?

Read on and apply below!

About us

As our name states our Onboarding & Acquisition Value Space is responsible for onboarding new customers and providing them safe access to the heart of banking (being an account to move your money with). We work in 8 multidisciplinary squads focusing on mobile onboarding, digital identification, acquisition, product fulfilment and our assisted processes to service new retail customers.

We want the first ING contact of new customers to be seamless and digital but also predictive of a future profitable relationship. This sounds simple but given all legislation, data and parties involved this environment offers a lot of complexity and challenges. To succeed in this role you need a strong analytical mind that likes to dive into data, the ability to convince fact-based, good communication skills and have a love for IT.

About you

As a Customer Journey Expert:

• You analyze and optimize the performance of our customer flows and processes
• You continuously seek ways to improve the digital customer experience, learn from customer feedback and create and implement optimizations
• You define and align the business requirements for your ideas in dialogue with your IT and risk colleagues
• You simplify the solutions and processes and inform internal clients and front office colleagues.
• You understand the need to comply with regulations and policies but dare to propose alternatives
• You can balance optimal customer value and profitability for ING
• You are fluent in Dutch (verbally and written) and based in the Netherlands (need to work from Amsterdam)
• You are proactive and like to work in a multidisciplinary team in an Agile environment to make ideas and improvements come to life
• You take ownership of the job to be done
• You provide and ask for constructive feedback

You have:

• a Master’s or Bachelor’s degree
• 3+ years of relevant experience in a product management, business process/analyst, consultant role or CJE environment
• A firm understanding of customer needs and skills to bridge IT and business
• A curious mindset for the underlying application architecture, relevant IT landscape and technologies across different business units
• Realization skills, ability to take on a challenge and make it happen
• Strong analytical skills and take decisions based on data and fact

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we help you to develop into an even more awesome version of yourself.

What we offer

A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment conditions :

To give you an idea, we will tell you about the benefits of working at ING:

• A competitive salary tailored to your qualities and experience
• Great internationalcareeropportunities
• Flexible working hours and the possibility to work at home
• Commuting allowance
• 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days. Additional forms of leave are possible.
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Personal growth and challenging work with endless possibilities to realize your ambitions
• An informal working environment with innovative colleagues who strive for the very best
• Progressive way of working according to the Agile method, so that new ideas come to life

Questions?

If you have any questions, please reach out to the recruiter that is linked to this vacancy. Are you already sure that you are the we are looking for? Please apply with your r es ume and remember to include your motivation . We would love to hear from you!

About ING

With 57,000 employees and operation s in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people to take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interest at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? There is no better place to invest your talents that at ING. Join us. Apply today.