Customer Journey Expert | Communication Content Expert | Enterprise Content & Automation
Customer Journey Expert I, area Communication as a Service Local Delivery NL
At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in.
‘We are in need of an experienced, strong customer journey expert to join our dynamic Global Tribe “Enterprise Content & Automation” (EC&A). The position is focused on area Communication as a Service (CaaS) Local Delivery NL where you will be the linking pin between business, IT and our customers. With your customer communication- and project management expertise and strong communication skills, you ensure that our solutions are technically fitting, and also seamlessly meet the needs of our stakeholders. The primary focus is to provide our business with communication insights and content advice to ensure most suitable solutions for excellent customer experience, whilst driving realization.’
The position and work environment
Local Delivery NL is responsible for servicing the best fitting communication advice and solutions that follows our communication legal policy, which calls our customers for action or provide personal relevant information through system messaging. Other capabilities we incorporate into journeys are for instance archiving of content, signing and automation, amongst others.
The team in scope is the front-line towards our product families like Payments, KYC, Daily Banking, Business Lending, for whom we provide content solutions from a customer communication management perspective. Here we deliver system communication that drives digitization and straight through processing. The CaaS area has a 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 combination and responsibility within 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 proof and be on our target landscape, there is a strong need of someone who is savvy in content solutioning, understands the customer experience direction, is able to advise, manage stakeholders distinctively, drive projects and has a robust notion of streamlining processes to operational excellence.
The area consists of three multi-disciplinary squads where Customer Journeys Experts and (Content) Developers work closely together. You will become part of one of the CaaS areas that drive customer communication change, self-service and content delivery for ING NL. The CaaS areas are in close collaboration with the Global IT Platform areas to transform and utilize their capabilities into usable services for other departments within the bank.
The role and responsibilities
As Customer Journey Expert for Communication as a Service you:
have a passion for digitizing business processes and customer journeys:
help leaders and your team prioritize and address the most critical gaps towards target and lead content projects for ING NL to a meaningful customer and employee experience
take initiative and ownership 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 ING’s 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?
We search for highly potential and bright people who are fitting our orange values, helping other to be successful, taking responsibility and being a step ahead. Additionally raising the bar for themselves as for others, continuing to embrace the learning heartbeat.
You have a completed HBO/WO background with at least 3 years relevant work experience with customer journeys and customer communication management – with proven execution power from initiation to implementation
You have a proven track of data-driven analyses turning gained insights into established improvements
You are a collaborative person who can take the lead and make a difference
You speak-up and can express yourself well orally and in writing in both Dutch & English to different stakeholders and you can present ideas powerfully
You are proactive, have an innovative mindset, and are capable of picturing and streamlining IT & Business demands
You are strong in planning your work independently and in team context in a highly dynamic Agile dynamic setting
You possess the ability to thrive in a fast-changing and complex environment
Within EC&A Communication as a Service additionally:
You are a strong connector who can lead new content proposals well to the daily practice of your stakeholders.
You can convert business needs into technical and functional requirements, and bring this to life.
You have a proven track record in increasing efficiency and simplifying processes.
You have advanced knowledge of Customer Communication Management and proper understanding of working with CCM tools.
You understand the impact of content on communication touchpoints and are able to drive change for optimal customer experience.
You are eager and open to learn and build up skills in a highly dynamic environment.
Rewards and 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 at Benefits | ING.
We offer you
A salary tailored to your qualities and experience
13th month 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 coaching and challenging work with endless possibilities
An informal working environment with innovative colleagues
An Agile setting, 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 your endeavors.
A progressive and agile way of working, where new ideas are valued ahead of convention.
And room to define your personal purpose as well.
We redefine banking. What about you?
There has never been a more interesting time to work at ING. We’re on a journey that’s revolves around 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 we’re proud of that! 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.