Customer Journey Expert

ING’s purpose is to empower people to stay a step ahead in life and business. Our strategy is built around our purpose and making the difference for people and the planet. We are an industry-recognized strong brand with positive recognition from customers in many countries, a strong financial position, an omni-channel distribution strategy, and an international network. If you want to work at a place where we believe that you can make the difference by using machine learning to generate data-driven products and solve the most pressing business challenges, please read on.

ING Analytics

ING Analytics aims, by using data & AI, to differentiate ING as a leader in a data-driven banking. The team consists of delivery tribes focused on the bank’s key domains (such as Operations, Retail Banking, Wholesale banking, etc.), local country analytics teams, as well as strong support areas around data management, technology, customer journey, UX, and an analytics office in charge of strategy, partnerships, portfolio and business development that you will be part of. We are incredibly excited about Analytics and the great potential for progress and innovation. We believe that analytics is a key differentiator in bringing superior customer experience. We wish to improve our operational processes and create new and innovative data-driven products that go beyond traditional banking, such as the platform models.

The opportunity

As Customer Success CJE you are the pivot between the AI and Data Platform services that our Tribe delivers ad the ING consumers onboarding and using those services.

The team

Our mission as the Customer Success team is found in the name; we help our customers to successfully onboard and use our analytics and data platform services. This can be assisted first usage, training, and self-service data onboarding. Through our strategic delivery of Analytics and Data Platforms we empower and enable world-class analytics products and services for ING consumers all over the world.

You will work with a specialised team to deliver scalable data products and enable data availability and accessibility for our customers.

Roles and responsibilities include:

· You take the responsibility to deliver our platform, onboard the needed data and coordinating the usage for our consumers.

· You have a strong capability in organising and structuring, achieved through a coordinated project management approach by taking responsibility for deliverables.

· You consistently demonstrate the ability to identify and translate requirements into solutions that significantly improve data accessibility across diverse analytics and data platforms.

· You have a strong ability, based on experience, to organise consumer data and capabilities that are needed for consumers using our AI and Data Platforms

· You use your experience to support and manage analytics products from design through implementation to business operations..

Focus on Stakeholders

· You are a pro-active stakeholder manager for our internal customers as well as in our own Tribe.

· You support our AI and Data Platform services by seamless integration into the value chain of our internal stakeholders and by connecting it with other internal and external capabilities;

· You coordinate the contribution of supporting teams (internal and external);

· You support the development, implementation and communication of the roadmap and strategy;

· You define business requirements for the development of products and services across Analytics domain and are seen as a trusted advisor for our consumers;

· You understand business needs, digitization and API’s, bridging IT and business as well as an in-depth understanding of modelling

Focus on Leadership

· You have analytical skills and take decisions based on data and facts

· You translate complex analytical solutions into clear, high‑level insights for senior stakeholders.

· You think proactively and understand our Tribe’s services deeply.

· You are creative and an out-of-the-box thinker who likes to work in a multidisciplinary team in an agile environment

About you

· You keep oversight and can focus on what matters most to our consumers.

· Proven experience with at least two of the domains: COO (FCFP, Chat), Retail, WB

· You have the ability to act as a liaison between teams and business units, ensuring clear and actionable communication of requirements and agreements about planned activities

· You are able to ask for help from our Tribe Leadership team at the right timing and using effective analyses and advise on the needed decision.

· To interact quickly and effectively with our consumers, you should be proficient in SQL, R, and Python.

· You are used to work with remote teams at consumer and delivery side

· Education: Bachelor degree in data science or engineering

Experience:

· Proven experience with projects, (data) governance and platforms in the analytics and data platform area

· More than 4 years’ experience in data science

· Experience with SQL, R and Python

· Experience in project management, proven delivery track record

· Solid background in data management and analytics

· Solid background in COO (FCFP, Chat), Retail and/or Wholesale Banking

· Knowledge of Google cloud platform and worked with it

Skills:

· Account and project management, Data Science and Engineering

· Strong communication skills with the ability to interact, influence and persuade a broad set of (senior) stakeholders

· Strong organization and project management skills

· Cultural and organizational sensitivity developed through prior experiences

Competencies:

· Demonstrated track record of getting things done in a complex environment

· You have a pro-active and can-do attitude (self-steering)

· You are comfortable in building relationships in and outside of ING Analytics

· Willingness to learn and to share; open to feedback, develops on the technical and the interpersonal level

· Always thinking a step ahead and never satisfied with the status quo

· You embrace challenges in a fast-changing and complex environment

· You react in a timely and effective manner (flexible) to unforeseen complications/requests while keeping a positive attitude. Result/deliverables driven by being able to set the right priorities

· Excellent written and verbal communications skills in English

What do we offer?

· A dynamic international environment, a forward-thinking AI and Data platform team, and strong growth potential.

· A team of similar minds that is willing to learn from each other and share recent insights.

· Working with other brilliant minds on the AI and Data Platform future of ING

· Your continued growth path in AI and Data Platforms

If this is the environment you thrive in, then apply and join us in changing the future of banking!