Customer Journey Expert - Global Tribe Fraud Services

For the global tribe fraud services, we’re looking for…

an ambitious Customer Journey Expert that gets a lot of energy from initiating and implementing service improvements for fraud related detection and response processes. You are able to combine analysis, theory and practice to really make a difference for the customers that need us when facing financial hardship. You’re passionate about realizing concrete propositions and impactful results for the customer.

Do you want to make a concrete contribution to innovative solutions that minimize fraud? And ensure that customers actually experience security in banking? Then the role of Customer Journey Expert in the field of fraud at ING Bank is perfect for you!

Fraud withing ING Global

We at ING are pioneers. Our end goal is to unite ING and to achieve a single and best-in-class experience for all customers worldwide. For years, ING has been a step ahead when it comes to innovative solutions for safe banking. It is not without reason that the technology that we use in voice, finger and face recognition, for example, is increasingly being used by others for authentication. And the way in which we help customers who, despite all the measures, still must deal with fraud is special. For example, we ensure that customers who are victims of fraud and who are entitled to compensation, receive the money in their account within a day. Just to mention something. We really do everything we can to make banking even more secure in a customer-friendly way and we want customers to experience this every day. And this is also reflected in our fraud figures. So, work with real impact. In order to remain a leader in this regard in the coming years, we work with people who are creative, have a sense of IT and who put their ground-breaking ideas into practice every day.

Would you like to work for a bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working? Then continue reading because ING might very well be your future employer.

What will you be doing?

• You will be part of a multi-skilled squad which purpose is to develop and maintain ING’s fraud related journeys, such as alert handling, reimbursements, mule exit processes, etc. Within this squad, together with the product owner, you are responsible for all non-IT parts of (the delivery of) the journeys and applications.
• Your squad is end-2-end responsible for both the employee and customer journey of these processes. Your role is to look for innovative, safe, cost-efficient and customer friendly improvements for these journeys, and to implement them together with the rest of the squad.
• Your role will be very broad; you will be thinking about new solutions and performing customer-research to test your concepts. When refining the solution, you will work with end-users UX experts to optimize the journey. And during implementation you will also be responsible for the information in our channels such as ING.com and the instruction for the colleagues in the assisted channels.
• You are willing to travel occasionally.

What do we stand for within Global Fraud

The purpose of global fraud, is to proactively protect ING, its customers and society against fraud, enabling all to experience banking as safe and frictionless, while we keep setting the standards in efficient and effective processes, and keep pushing for satisfied customers, colleagues, and regulators.

The work environment

In line with the COO strategy, the ambition is that we build central capabilities which can be consumed by all countries, in order to become even more efficient and effective and create a resilient team that can deal with the challenges ahead.

In global fraud, we have built the first steps in setting the standard for global capabilities. The first countries are onboarded, and there is an enthusiastic and high-quality IT team that is running the services. These services need to be expanded towards other countries, and need to be further expanded to deal with the challenges ahead (e.g. create STP journeys, focus on prediction and response). This program will be converted towards business as usual, and the (partly functional) responsibility of the business, IT, and operational work will be transferred to the new global Tribe lead.

The objective of the global fraud tribe is to build and run efficient and effective central capabilities which can be consumed by all countries that are in need of fraud management services (prediction, prevention, detection, response and recovery).

Your skills and experience

• You have experience in refining & implementing new features and functionality
• Strong affinity with IT; experience in refining employee journeys in the PEGA platform is preferred, especially in digital channels
• Experience in measuring and optimizing customer journeys. You have experience in designing and continuously improving processes and customer journeys. Experience in methodologies as NPS, CES, PACE, LEAN and OKR are welcomed.
• Experience in staying up to date with legal requirements for the processes you are responsible for
• You have at least 5 years of (relevant) experience, preferably in an international setting
• You have experience in working in an Agile environment
• You are able to adapt your level of (technical) detail based on your audience. You can put yourself in the shoes of your customer and imagine how they would expect our applications to work
• You are fluent in English, both in writing and speech
• You are pro-actively asking for feedback and don’t hesitate to give feedback to others

Personal development

In order to make sure we continue to have the right people in the right spot, ING will invest in your personal development. But we also expect you to take initiative and make sure you keep yourself and your colleagues up to date on recent development in your area of expertise.

What we offer

• A 36-hour working week. You will be based in Amsterdam, however to upcoming period working from home will remain the standard. After that ING will start working in ‘Hybrid’ mode, where on average you will work 50% from home and 50% from the office.
• Plenty of personal development and possibilities and career options
• Laptop and mobile phone

Excited?

Apply & let’s get in touch!