Customer Journey Expert to boost Digital Service Adoption

Customer Journey Expert to boost Digital Service Adoption

Customer Journey Expert – Digital Service Adoption Squad

Daily Banking & Mobile First

50% working from home

A day in the life of a [CJE in the Digi Servengers squad]

• Analyze the needs and behaviours of our customers, armed with those insights, you will optimize customer journeys to create the best mobile experience. With the help of your stakeholders, you will develop new digital services/enablers and optimize existing ones in order to facilitate the journey of our clients, guiding them from assisted channels to mobile channels.
• Develop the ideal communication, content & channel mix based on customer needs, with the objective to increase the usage of our digital servicing offer.
• Be responsible of aligning and driving the delivery amongst different stakeholders: your squad, tribe colleagues, segment colleagues, Assisted Channels, Client Services and the different delivery tribes in the Retail segment.
• Take ownership, steer the strategy realisations and business results based on facts and data.

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.

• You are an excellent communicator, both in writing as in presenting. You can not only set out and communicate the direction, but you are passionate and perseverant to make things happen. You are a good listener and able to convert feedback in even more valuable solutions. You are creative and brave to reinvent things.
• You put the customer first. You have a strong affinity with the private individuals markets and the rapidly changing customer needs.
• You are digital native in delivering superior seamless customer experience through multi distribution channels
• You have great organizational skills and hands-on attitude to be able to manage several topics/projects and deliver concrete results in a structured way;
• Ability to both manage and steer end-to-end roadmaps as well as to deliver concrete projects from A to Z in which you challenge your stakeholders.
• Autonomous, driven for results, curious and entrepreneurial mindset;
• You have a 5 to 7 years in the banking sector and  a strong belief that digital is the way forward (experience in digital marketing, content management and/or innovation is a plus).
• You hold a Master’s degree or are qualified with relevant experience.
• You are fluent in Dutch or French AND English.

As a [CJE in the Digi Servengers squad], you will have the opportunity to:

• Work in a dynamic environment in which you can create direct impact on the day-to-day experience of our customers
• Build a strong stakeholder network since Daily Banking is the core of banking connected with many departments in and outside the tribe Daily Banking & Client First
• Personal growth and a challenging work environment with endless opportunities to realize your ambitions and grow professionally;
• A progressive and agile way of working, where diversity and new ideas are valued.

The team

At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to the society and the world we live in. The tribe Daily Banking & Client First is at the heart of these ambitions.