UX Designer CoE
At ING, our mission is to enable individuals and businesses to “do their thing” with confidence, empowering them to stay a step ahead in life and in business. As one of Europe's largest banks, we pride ourselves on our continuous evolution and strive to be a leader in innovation within the banking sector.
ING’s goal is to enable people to “do their thing” and empower them to stay a step ahead in life and in business. We are one of the largest banks in Europe and we continuously evolve to become one of the most innovative companies in the banking sector.
Touchpoint, part of the Banking Technology area, is an open technology platform that lies at the heart of a collaborative ecosystem. Where expertise, tools and services are brought together, stimulating value-creating collaboration between producers, consumers and partners. From business owners to engineers, architects, designers, customer journey experts and everyone who likes to turn smart ideas into business opportunities.
Touchpoint not only brings supply and demand together in one marketplace but also allows for innovative business solutions to be developed at a global scale. Serving as a broker for teams across ING and third parties to interact, help and inspire one another, resulting in a network effect that makes it easy to collaborate and accelerates building journeys by reusing components and solutions for a faster time to market and volume.
Roles and responsiblities
A User Experience (UX) Designer has end-to-end responsibility for UX analysis and UX design for (digital) processes, interfaces, and customer communications from a customer/user perspective, while also helping improve (digital) processes. The purpose of these UX activities is to increase customer satisfaction, user-friendliness and accessibility of ING’s (digital) services in order to create an optimum, authentic and consistent omnichannel user experience. A User Experience (UX) Designer works based on quantitative and qualitative data and draws on validated customer insights.
As a UX Designer you will:
Work with the Lead Platform Experience to convert findings from research and interviews, leading to feature ideas and low fidelity designs explaining the concept of Touchpoint (People, Process, Technology)
Contribute to and record the design of the project architecture
Prioritize and help leaders address the most critical gaps in providing a meaningful customer experience; lead the development of road map to address root causes and redesign journeys.
Evaluate the feasibility/relevance of proposed solutions.
Develop data-driven analyses to surface new opportunities to differentiate and improve products and user experiences, ensuring consistency across digital products, services, and channels.
Increase customer satisfaction, user-friendliness and accessibility of ING’s (digital) services in order to create an optimum, authentic and consistent omnichannel user experience.
How to succeed
Has a helicopter view and determines priorities based on context
Shows mastery of the fundamentals of all job roles of UX and has profound knowledge in at least one field of expertise (i.e. Service Design) for which he or she is regarded as go-to person within the UX Chapter or Tribe
Is a go-to-person when encountering challenges
Seeks improvement in everything he/she does
Has a forward looking horizon of 1 to 2 years
Challenges and improves own work and that of colleagues continuously and vice versa
Serves as an example of giving and receiving feedback and acts upon it
Sets the rules for activities and enhances them
A Service Designer is a UX Designer with a holistic and analytical approach to the design challenges they are set. Applies design thinking and provides support throughout the process of formulating a suitable solution through multidisciplinary collaboration to develop service design deliverables (e.g. applications, websites, tools, etc. for all customer segments). Collaborates with colleagues to develop such things as customer journeys and customer journey maps, blueprints, floor plans, personas, scenarios/interactive dialogues and UX concept designs and prototypes for all channels.
Is (co-)responsible for the quality of the problem-solution fit
Is often the first designer in a large and/or innovative project
Successfully guides a project through the discovery phase
Is the facilitator of design workshops and design sprints, and represents the “voice of the customer”
Explores and validates design options and concepts
Designs a suitable and consistent omni-channel user experience
Prioritizes and help leaders address the most critical gaps in providing a meaningful customer experience; leads the development of road map to address root causes and redesign journeys.
Drives and owns the execution planning for a multi-stream, customer-facing initiative and help to refine the CX strategy by providing input on the implementation of initiatives.
Responsible for the creation and maintenance of deliverables key to the discovery phase including Information Architecture and Service Design Blueprints
What you bring to the team:
University or higher vocational degree (University / Post Graduate Degree) preferably in a design related field or subject or proven strong affinity with design
3 - 6 years of relevant experience in digital design, development and delivery environment.
Senior level experience in user centred design and design thinking across mobile and web-based environments, designing complex solutions for digital media
Skills and knowledge on the different wireframing and prototyping software tools.
Experience in collecting client feedback / facilitating interactive sessions internally and with clients
Creative, innovative and strategic thinker with an eye for detail
Strong communicator and presenter with the ability to gain the confidence and trust of others through honesty, integrity and authenticity
Written and spoken fluency in English.
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:
- 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
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
- Work Agile, so new ideas come to life faster
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.