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Holland FinTech
Holland FinTech

Customer Journey Expert

ING Nederland

ING Nederland

Customer Service
Leeuwarden, Netherlands
Posted on Monday, November 20, 2023

In your role as Customer Journey Expert (CJE) in the WB CTO Corporate Customer Data Domain (CCDM) Tribe, you will play an important role in the design and implementation of E2E customer data-related journeys for Wholesale Bank. These are journeys that are used directly by our customers but can also be used by ING colleagues servicing customers or requiring customer data for their purposes.

Your role and work environment

As Tribe CCDM our purpose is to transform Wholesale Banking from a product to a customer centric digital organization, with one core customer view (for organization, hierarchy, agreement references, associated individuals, and mandates) and consequently maximize the possibilities of self-servicing in processes for corporate customers.

CCDM is a new organisation with an unprecedented focus on customer data journeys in Wholesale Banking. There will be several challenges to overcome:

  • Design, deliver and maintain End2End journeys for customers and ING colleagues across the globe.

  • Security and compliancy across customer journeys and IT assets

  • Stakeholder alignment to deliver and support the delivery of One Wholesale Bank experience through all WB locations surrounding customer data journeys

  • Seducing business stakeholders with best-in-class journeys and undisputed data quality/ownership

  • Strategic development upon target technology

As CJE within the CCDM Tribe, you will work on the development of a differentiating customer experience and ING- experience in a dynamic environment where customer needs, ING needs and STP are central. Following the Think Forward strategy, develop, and facilitate in realizing a differentiating customer and employee experience. The CCDM Tribe works with an ING WB-wide scope, in self-managing multidisciplinary teams (squads). Together with other experts within ING's (WB) organization you will work on a joint end-to-end mission.

In this CJE role you will be responsible for the run and change of end-to-end customer data related journeys for WB customers that support the realization of the overarching ING WB digital vision. You will ensure that journeys are strategically aligned and designed in a plug ‘n’ play fashion where it could be initiated as a standalone journey by customers and/or colleagues, or as an integrated secondary journey (triggered by another digital journey).

You will share a collective responsibility with your direct CCDM colleagues to improve ING’s performance through the design and implementation opportunities of customer data 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 customer experience across the value chain. You will proactively anticipate dependencies and collaborate across WB Tribes, countries, and other ING organizations as it relates to the customer experience design across products, countries, and channels.

You will work with all the stakeholders of Wholesale Banking working in other product lines, COO, Tech and functions like Risk and Finance. You will be based in Amsterdam.

Your key responsibilities

  • Representing the voice of the customer with a unified and connected overview of customers’ experience, maximizing data reusability.

  • Re-imagine journeys by supporting and managing cross-functional teams to build truly seamless (digital) end-to-end journeys in line with the CX methodology

  • Make sure that after implementation the end-to-end journey adheres to all customer requirements (you have a change and run responsibility)

  • You are capable of both keeping the bigger picture in mind and at the same time looking for quick wins where applicable.

  • Offering solutions by seamless integration into the value chain of our WB clients and by connecting it with other internal and external tooling capabilities

  • Safeguard our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance

  • Apply your experience in supporting to build and manage the journeys with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services

  • You have a vision on the purpose and added value of the customer journey which you will also translate in objectives and KPIs

  • For the Customer Journey within you responsibility you will build and maintain a roadmap and prioritize the order.

  • You lead the process review boards / scrum of scrums

  • You manage the stakeholders for your journey

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 can navigate ambiguity. You are a naturally collaborative person who listens and invests in others to achieve common goals. You like to connect with 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 CCDM Tribe you will also need:

  • Master’s degree and 3+/5+ years professional experience designing customer journeys.

  • You are a proactive and goal-driven personality with a strong affinity with and experience in the Agile Way of Working

  • You are able to create and steer on a holistic overview but also understand the importance of the nitty gritty details.

  • Strong analytical capabilities, methodical thinking and problem-solving skills

  • You are a structured, ambitious, and independent worker with a strong drive to deliver tangible benefits

  • You are respectful of different opinions and engage in meaningful discussion

  • Be able to advise and challenge management and the organisation, promote knowledge-sharing & innovation and display cultural sensitivity

  • Knowledge of corporate data lifecycle management would be beneficial

  • Experience in a customer data domain an advantage

  • Native (or fluent in) English.

What we offer

There has never been a more interesting time to work at ING and especially CCDM. We’re on a journey that’s centred around our customers and colleagues helping our customers. We are powered by technology and driven by smart, determined people. For this role we offer

  • A clear purpose, and a range of flexible compensation and other benefits

  • Personal growth & challenging work with endless opportunities to realise your ambitions

  • An informal, dynamic environment with innovative colleagues supporting your endeavours

  • A progressive and agile way of working, where new ideas are valued ahead of the convention

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

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 https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

  • A salary tailored to your qualities and experience

  • 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

  • Personal growth and challenging work with endless possibilities

  • An informal working environment with innovative colleagues


Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

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.