Customer Journey Expert – Insurance Product Specialist (Delivery)

at  ING

We are actively seeking a skilled and motivated Customer Journey Expert with expertise in Insurance to join our diverse and inclusive team Savings, Investments and Client Advice. As a CJE specialized in insurance, you will play a crucial role in managing our insurance business, from governance to execution, following the ING Way of Working principles.
Your mission is to design, create and improve our insurance solutions and act as the single point of contact for the insurance activity, internally or externally. ING Luxembourg product range in insurance includes life-related insurance products (linked to lending, IBIPs, pensions).
Your in-depth understanding of insurance products and relevant regulations will enable you to identify opportunities for optimization, recommend changes, and drive successful implementations. This position requires a strong analytical mindset, excellent problem-solving skills, and the ability to collaborate effectively with cross-functional teams while embracing the ING Way of Working

As a Customer Journey Expert within ING’s Agile organization, you work together with other experts to achieve the Tribes’ mission. This includes the following responsibilities:

• Participate in the development and implementation of the insurance product strategy and relevant insurance regulations
• Organize the steering of the insurance activities for the bank
• Collaborate with diverse stakeholders throughout the organisation in order to ensure that the products are in line with the strategy of the bank and relevant regulations, including the responsibilities as a distributor
• Undertake data analysis and interviews and introduce measuring instruments to understand how to improve the customer journey. You ensure all suggestions for improvements and solutions are validated by data.
• Optimize processes in a customer friendly way to maximize customer and business value.
• Truly understand your products, services and customer processes end-to-end and you keep this knowledge up to date.
• Can be involved in resolving customer complaints & incidents.
• Apply expert distribution knowledge to develop new and improve current distribution practices that set market standards.
• Could be external speaker and contribute to industry knowledge.

Your profile

• Ability to manage a very diverse set of stakeholders with very different priorities.
• Being curious, invest time to master your end-to-end product processes and stay up to date on markets trends, risks and product information.
• Having excellent communication and collaboration abilities.
• Knowing what is going on with the customer, put himself/ herself in customers’ shoes, assess the wishes and needs of customers and anticipate on this.
• Having strong analytical & judgement skills to recognize key information, identify problem, establish connections and validate before acting.
• Strong knowledge of life-insurance products and insurance regulation
• Having good project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Ability to take initiatives to improve products, processes and channel policies – ensure that creative ideas are implemented.
• Master’s degree in Finance, Business Administration or a related field
• Relevant experience of minimum 5 years in the insurance business

Languages :
Fluent in English & French.

• Participate in the development and implementation of the insurance product strategy and relevant insurance regulations
• Organize the steering of the insurance activities for the bank
• Collaborate with diverse stakeholders throughout the organisation in order to ensure that the products are in line with the strategy of the bank and relevant regulations, including the responsibilities as a distributor
• Undertake data analysis and interviews and introduce measuring instruments to understand how to improve the customer journey. You ensure all suggestions for improvements and solutions are validated by data.
• Optimize processes in a customer friendly way to maximize customer and business value.
• Truly understand your products, services and customer processes end-to-end and you keep this knowledge up to date.
• Can be involved in resolving customer complaints & incidents.
• Apply expert distribution knowledge to develop new and improve current distribution practices that set market standards.
• Could be external speaker and contribute to industry knowledge