Internship Customer Experience/Organizational Design

Internship Customer Experience/Organizational Design – Amsterdam

In the last months CoEs CX & Innovation and CoE Design have embarked on a collaboration to explore how to better support product teams to create better products. Through this process, we devised an integrated approach that aligns stakeholders from different organizational functions, combining and clarifying the roles. It builds on a product-led transformation currently under way in the organization, and combines the disciplines of product, service, UX and UI design.

As we roll out this novel approach across the organization, we expect to face different types of challenges: lack of design knowledge, cultural barriers, stakeholders’ resistance, to name just a few. Yet, if we are to future proof our organization, we must ensure that we can create and deliver (digital) products that meet and exceed customer expectations. For that reason, said approach must find its way into the different parts of the organization.

Hence, we are looking for a smart, proactive and highly engaged intern to help us grow ING’s design capabilities by ensuring that different parts of the organization can implement our Way of Working, (1) supporting product teams with the design process (2) while reflecting on and improving on it.

The team

The CoE CX and Innovation – soon to be merged with the CoE Design – is responsible for boosting CX data and competence at ING. We are a diverse team, working in two main streams: data and design. You will be part of the design stream, focusing on the ways of working at the organization. This will be a central part of our future mission as we integrate with the Design team, helping bridge product and design colleagues.

Roles and responsibilities

In this role you will empower our business and management (i.e., non-designers) colleagues to create digital products and services that deliver superior experience to our customers. You will do so by supporting the implementation of our novel way of working while helping improve it.

• You are responsible for coaching non-designers on design methods and tools

• You help coordinate the work with different stakeholders across the organization

• You will be the design expert supporting one or more project(s) run by product team(s). You will team up with the product team and help them devise products and services that deliver superior experience to our customers.

• You help us improve our Way of Working by observing and reflecting upon your practice

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’ll back you to develop into an even more awesome version of yourself.

For this role, we expect that you will have broad knowledge of disciplines such as UX Design, Service and/or Product Design, Design Management and Organizational Design.

• You can lead projects independently and reach out to relevant stakeholders with minimal supervision.

• You are currently enrolled in a master’s degree in design or related field.

• You know when to talk and when to listen. You are reflective and possess deep knowledge, yet you can translate this knowledge to practice.

Rewards and benefits

This is a great opportunity to train with highly skilled people who are experts in their field. You’ll do a lot and learn a lot – not only about your specialist area and the bank, but also about yourself and whether this type of environment is right for you.

You’ll also benefit from:

• Internship allowance of 700 EUR based on 36 hours work week

• Your own work laptop

• 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

During the duration of your internship at ING, it is mandatory to be enrolled at a Dutch university (or EU-university for EU passport holders).

Questions?

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.

Any questions? Reach out to mauricy.alves.da.motta.filho@ing.com

About our internships

Every year, more than 350 students join our internship program. While there are no guarantees about your future, many of our former interns move into a permanent role or onto our International Talent Programme (traineeship).

Whatever happens, an internship at ING is the ideal opportunity to meet a wide variety of people, to build up your own network, and to learn about many different aspects of banking – put simply, it’s a great start to your career.