ING WB CoE CX - Customer Journey Expert


Purpose of the job

Your role as Customer Journey Expert (CJE) in the WB CoE Customer Experience is to measure customer experiences and create actionable insights which will fuel the development of differentiating journeys. You ensure design and delivery of E2E customer journeys will achieve the desired and intended customer experience and drive the CX mindset in WB.

Your role and work environment

As part of WB CTO the Global Digital team is pivotal to realize the target digital delivery and improve customer and employee experience. The main focus areas are; Digital strategy & execution, FinTech expertise & development and CoE Customer experience & delivery.

Your key responsibilities

  • Representing the voice of the customer with an unified and connected overview of the experience of customers. Collated on management level and detailed for the squads responsible for (parts of) the journey.
  • Reimagine journeys by supporting and managing cross functional teams to build truly seamless (digital) end-to-end journeys in line with the CX methodology.
  • Have an up-to-date view on the expertise of Customer Journey thinking and keep track and share relevant developments.
  • Growing the culture and capabilities within ING WB to become more customer obsessed, increasing the CX awareness, capability and understanding.
  • Contribute in coordination and alignment on all the CX activities within ING WB. Take the lead on specific projects and programs to improve the customer experience.
  • Define the CX vision and criteria for success in close collaboration with the product and channel tribes.
  • Build the bridge between ING Neo and owners of the key journeys which accelerate digitalization.

We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for 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 resilient and have the ability to navigate ambiguity. You are a naturally collaborative person who listens and invests in others to achieve common goals. You like to connect people and clear communication is a matter-of-course. You love to challenge the status quo and are eager to propose creative solutions to problems. Besides the qualities that are described in the Orange Code, you are an inspiring, approachable person and pioneer of the cross-border culture. As a CJE in the CoE Customer Experience you will also need:

  • Master’s degree and 5-10 years' professional experience in CX and designing customer journeys.
  • Experience in guiding and realising change in international roles.
  • Strong affinity with and experience in the Agile Way of Working
  • Strong analytical capabilities, quantitative insights and problem solving skills.
  • You are curious, have a clear vision on CX, continuously in touch with your (external) network, to stay informed of market and industry developments.
  • Be able to advise and challenge management and the organisation, promote knowledge-sharing & innovation and display cultural sensitivity.
  • Native (or fluent in) English.

Context – Wholesale Banking CTO organisation

We have the ambition to make the difference for people and for the planet, for our customers, our colleagues, our shareholders and society at large. In this we are focusing on two overarching strategic priorities; giving our customers a superior experience and putting sustainability at the heart of what we do. This means that we will return to our core strength of putting the customer at the centre; a superior customer experience is how we will stand out. Additionally we have the ambition to be a leader in environmental sustainability by protecting the planet and by supporting our customers to make the necessary transition. To deliver on this value proposition, we’re taking a number of steps to ensure our business is optimally aligned with our client proposition. We will deepening our client relationships becoming a partner and core bank to our clients, providing relevant advice and product solutions through our expertise and capabilities. Maintaining a resilient risk culture to ensure we remain a safe and secure bank and last but not least we need to seamless digitally deliver a superior customer experience throughout the entire ING journey.

To manage and accelerate this revised WB strategy a new business unit, Chief Transformation Office, has been created to lead the transformation. The WB Chief Transformation Officer reports to the head of WB and is part of the WB management team. The focus as the WB CTO, is growing our digital differentiator across WB with the aim of future proofing our organisation and improving the digital experience of our colleagues and our clients. Ensure our current product range responds to our clients’ needs and efficiently update our portfolio when needs are changing. Execution of an effective originate to distribute strategy to optimize our capital allocation. The WB CTO team currently is comprised of around 150 colleagues and brings together a range of roles related to digitalization, change, regulation, customer data and capital deployment represented in three pillars; Distribution (Capital and Liquidity Expertise Centre), Digital (Global Head Digital & Tribe Lead Omnichannel) and Delivery (Transformation Management, Regulatory Lead & Corporate Customer Data Management)

As Customer Journey Expert you will work within the Centre of Expertise Customer Experience and focus to ensure design and delivery of E2E customer journeys are drenched with customer obsession. You make the voice of the customer heard, hence develop, standardise and implement CX measurements such as NPS, CES and CSAT. You connect the customer perception with internal descriptive data and translate this into actionable insights, enabling the development of touchpoints and interactions which will create differentiating experiences for our customers. You are a guardian of the CX mindset, supporting in growing the WB culture and capabilities to become more customer obsessed. You will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities to better serve and delight customers. You will have an eye on the long term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the WB organisation on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the WB organisation as it relates to the customer experience design across products, countries and channels. When applicable you can fulfil the role of Product Owner within a squad, keeping track of what is achieved within a squad and the priorities used.

As customer journey expert you will work directly with the other members of the Global Digital team, as well as the colleagues in the other CTO teams in a dynamic environment where Fintechs and innovation are the new normal. Next to this you will work with all the stakeholders of CTO working in other WB product lines, COO, Tech and functions like Risk and Finance. You will be based in Amsterdam and report to the CoE Lead Customer experience and delivery.

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. ;

  • A salary tailored to your qualities and experience;
  • Flexible working hours and the possibility to work at home;
  • Reimbursement for travel expenses;
  • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days;
  • 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.


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.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO


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