Join our dynamic team at ING and be part of our digital journey in enabling processes by content management solutions. We are a bank with data-driven ambitions, working on digital innovations for ING's 8.5 million customers.
Our department’s purpose spans across all of ING, we are there to service all countries and business entities across ING. As a consequence, many of our digital products are consumed as intercompany services, with charging and sourcing agreements to underpin our commitment and responsibilities.
As a Customer Journey Expert for Support Processes, you will be responsible for delivering optimal and efficient service to internal ING consumers. You will ensure that the external services we procure are well-managed and that our support processes in both service management and IT delivery run smoothly and efficiently. You will report hierarchically to the Product Lead for Communication & Support Processes.
Roles and responsibilities:
- A strong focus on building and maintaining strong relationships is a must.
- Being a naturally collaborative person and having effective communication skills are essential as you'll be working closely with various stakeholders.
- You are organizational sensitive.
- You are analytical and make decisions based on facts.
- You proactively advise colleagues outside and within the tribe.
- An excellent level of English is required for effective communication within the international environment at ING.
- You have a strong affinity with IT.
- You actively ask and provide feedback.
- You are curious and have the ambition to continuously develop yourself professionally and personally.
- You are willing to travel to our offices in Leeuwarden and Amsterdam.
Proven track record and technical skills:
- Basic understanding of all EC&A products and services
- Deep understanding of the sourcing policies and service management activities that enable (global) delivery of EC&A products and services, both towards other ING entities and the allocation within ING NL towards profit centres.
- You are analytically strong and can structure complex problems. Your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you
- Excellent in stakeholder management and corporation with different departments (including IT service management, ODCR/Risk, CoE Sourcing, Finance)
- Driven and customer focused, thrive in collaborating with people from different backgrounds and cultures
- You are solutions oriented, capable to explain complex topics in an understandable way
- 5+ years relevant experience as a Customer Journey Expert or Service Manager for digital products delivered across ING entities
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 here.
- A salary tailored to your qualities and experience, this function is placed in GJA-16 (NL salary scale 10)
- Full time position (36/40-hour week)
- 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
- Hybrid working to blend home working for focus and office working for collaboration and co-creation. Formal location can be Leeuwarden or Amsterdam
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
Interested?
Apply directly online. Send your CV and motivation. We look forward to your application.
About us
With 60,000 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.