Customer Journey Expert

Are you a Customer Journey Expert with a strong affinity for customer experience and a passion for bridging business needs with IT delivery?

Join our dynamic team and help shape the legal administration and representation management processes. You’ll play a key role in translating business needs into digital solutions that are intuitive, compliant, and future proof.

Customer Data is part of the Tribe Digital Business Banking domain at ING, providing the capabilities to retrieve, store and validate the data of retail and business customers. It’s a dynamic environment at the core of the bank’s operations as customer data is processed in a vast variety of processes such as onboarding a new customer, changing an entity’s legal form and managing roles and mandates. In each of these instances it’s imperative to offer robust processes with superior experience for our customers and colleagues. This department consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer.

Do you have an affinity with developing and optimizing products and processes? Does your curiosity spark for superb customer journeys? Do you have an entrepreneurial mindset and are you able to take it on and make it happen independently? Then we are looking for you!

Your task

We are looking for a Customer Journey Expert who will work on the development and design of a variety of legal administration and representation processes. The main challenge is to move towards a new, standardized, and efficient architecture landscape with a focus on self-service and digitization. These journeys will be available for our customers as well as employees in branches and back offices. We aim to provide seamless, easy-to-use journeys to add or remove a legal administrator or representative.

As a Customer Journey Expert, you will translate business needs into functional and technical requirements, design seamless customer journeys, and work closely with IT to deliver scalable, and where possible digital-first solutions.

Your team

Your team resides within the Legal administration and representation management value space. You will collaborate with other Customer Journey Experts, UX designers, and IT engineers, both locally in the Netherlands and internationally.

Over the coming years, the focus will be on building a scalable landscape and work on new propositions. This will contribute to our ambition to offer robust processes with superior experience for our customers and colleagues.

How to succeed

You are a team player with proficient problem-solving abilities and can drive projects from concept to execution. As a Customer Journey Expert, you:

• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees to identify areas of improvement;
• Understand the need to comply with regulations and policies, but dare to debate alternatives;
• Balance optimal customer value with profitability for ING;
• Bridge the gap between business and IT by translating customer needs into scalable, compliant, and technically feasible solutions;
• Identify and influence relevant stakeholders;
• Are proactive and enjoy working in multidisciplinary teams within an agile environment;
• Provide and request constructive feedback to your colleagues, fostering an environment in which everyone can excel;
• Are fluent in Dutch and English (verbally and written).

About you

You have:

• A bachelor’s- or master’s degree;
• Around 5+ years of relevant work experience
• A pro-active, enthusiastic, and professional attitude;
• Strong analytical skills, client oriented and a team player;
• Solid numerical skills and attention to detail;
• Curious mindset for the underlying application architecture, relevant IT-landscape and technologies;
• Realization skills with the ability to take on a challenge and make it happen;
• Solid communication and collaborative skills to interact with different stakeholders.

What we offer

We want to make sure that it’s possible for you to strike the right balance between your career and your private life, and reward people with a generous benefits offer and employment conditions:

• 36-hour work week
• Hybrid working location, the team is based in Amsterdam, but you will work with team members who are based in Amsterdam, Leeuwarden and offshore.

Convinced or questions?

Does all the above sound like a match? Let’s get in touch by clicking ‘apply’ and submitting your CV and letter of motivation.

Would you prefer more information first or an informal get-to-know? Please contact Leonie Marres – Product Lead Legal administration and representation management.