Customer Journey Expert - Credit Cards & Merchant Services - II

at  ING

50% work from home
A day in the life of a Customer Journey Expert Cards and Merchant Services

As a Customer Journey Expert you will:

• Gain a profound understanding of the market and our Customers – you have a deep knowledge of customer needs, market trends, fintech players, competition and digital experience etc. to be able to define the best card value proposition for our customers
• Ensure excellent customer and employee experience by understanding the as-is processes, continuously evaluating and simplify/improve them before digitalizing them.
• Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …).
• Based on the needs communicated, design new digital channels’ features and customer/employee journeys, within the risk, legislation and regulatory frameworks.
• Work closely together with colleagues with different expertise (product squad members, UX, data analyst, communication, developers, ops engineers,….) and make clear documentation (Functional analysis, tagging measurement plan, copywriting, …) to support the IT development.
• Follow up pro-actively the delivery of the digital journey including dependencies management.
• Make User Acceptance Testing plans and execute them End to End, including clear reporting
• Actively participate and take initiatives to improve the collaboration between different stakeholders and colleagues in other teams with the aim to create even more added value to our customers

How to succeed / 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 driving spirit 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 a collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

• You are driven and customer focused; you have a passion for Customer Experience
• You have an open mindset for innovations and new trends in the market
• You have strong analytical skills to interpret data and uncover customer insights.
• You can translate business requirements into User Flows and prototypes to give clear requirements to developers.
• You have experience with working with Tech and an appetite for tech: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds
• You understand Payment products/services and you are passionate to learn all the details of these products
• You are keen to learn fast
• Excellent stakeholder management is essential: you love collaborating with different people and working within an international context.
• Master degree with a minimum of 5 years relevant experience
• Entrepreneurial attitude
• Clear communication skills: written and oral
• Able to work in an autonomous way and to take initiative
• Making things happen thanks to your ‘can do’ attitude
• Problem solving mindset
• Fluent in English, Dutch and French

As a Customer Journey Expert cads , you will have the opportunity to:

• Grow in the world of digitalization: from working with IT to developing new products and services. From digital customer to employee experience and from safety to compliance
• Contribute to the mobile led strategy of the bank
• Work with innovative colleagues and find creative solutions
• Work in an environment that continuously evolves and appreciates new ideas
• Drive the design & delivery of new daily banking services for our customers and employees

The team: the Carta Mundi Squad
You will be joining the Carta Mundi squad that is composed out of customer journey experts and IT engineers. They also work tightly with feature engineers and architects.
The Carta Mundi squad is the Credit card product squads who defines the business requirements for the product proposition and digital (customers) journeys.
This team is dynamic, creative and driven to continuously provide new credit card journeys in the OneApp, OneWeb and IRIS (tool for our employees).
Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter.

Please refer the Job description for details