Customer Journey Expert Digital Channel

Deze vacature is niet meer vacant

The opportunity

ING Wholesale Banking Tribe Digital Channels is looking for a Customer Journey Expert (CJE) working in the Identity and Access Management domain. The CJE will be responsible for the existing- and new capabilities being maintained and developed by the squad(s) for our clients and ING employees. The CJE has end-to-end responsibility for the design and operational aspects to achieve an optimal customer experience. Your contribution has impact clients and multiple internal stakeholders. You will be reporting to Business Chapter Lead Connectivity Solutions.

In this role you will get the unique opportunity to work with the latest technology and with a critical responsibility, in a very diverse and young team with room for self-deployment.

The team

You contribute to 2 scrum teams to achieve the product’s vision. The team has expertise in the areas of digital security and identity and access management. You will fulfill the role of b usiness analyst and perform product/process management related activities.

Roles and responsibilities

  • You work on topics of the backlog at the level of user stories, derived from features
  • Apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed design and implementation and business operations and services
  • Take responsibility to provide a differentiating experience for ING’s customers and employees.
  • Be responsible for implementing and operating our services for our clients
  • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
  • Validate hypothesis with clients and employees.
  • Support product owners with their roadmaps and stakeholder alignment

There has never been a more interesting time to work at ING Wholesale Banking. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

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 will support you to develop into an even more awesome version of yourself!

We are looking for a colleague with a talent for taking it on and making it happen, a data driven and continuous improvement mindset, the enthusiasm for helping others to be successful and always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

Furthermore you have/are:

  • A Master or Bachelor degree
  • 3+ years of relevant experience as a Customer Journey Expert and/or business analyst. Affinity with digital security or identity and access management is a must.
  • Understanding of client needs, digitization and API’s, bridging IT and business
  • Able to simplify solutions and processes and explain solution and impact clearly to clients and front-office colleagues
  • Experience with agile/scrum
  • Fluent in English (verbally and written).
  • Customer experience driven
  • Abletotakeitonandmakeithappen:realizationskills
  • Possess strong analytical skills and takes decisions based on data and facts
  • A pro-active attitude.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here .

The benefits of working with us at ING include:

  • A salary tailored to your qualities and experience
  • 24-27 vacation days depending on contract
  • 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
  • An informalworking environment with innovative colleagues
  • Work Agile, so new ideas come to life faster.


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 one we are looking for? Please apply with your resume and remember to include your motivation . We would love to hear from you!

About us

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people 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 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.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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