Customer Journey Expert/ Business Analyst - Channels at BMG

As a Customer Journey Expert/ Business Analyst you will contribute to Bank Mendes Gans improving the customer experience of our digital channels web, mobile and host-2-host. Together with the Channels Product Owner and BizDevOps squads, you lead and improve the end-to-end customer journeys from design to development and roll-out. The focus in these journeys is about what value we want to deliver to our customers.

Bank Mendes Gans (BMG) as an organization

BMG is a niche bank for liquidity and information management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. BMG serves its multinational client base with an integrated range of liquidity and information management services supported by a high level of professionalism and personal service. BMG is a full subsidiary of ING and is part of ING Wholesale Banking.

BMG Company culture

• A customer centric and result driven mentality with professional, high-quality standards
• An organization that values initiative and entrepreneurship
• A true hands-on mentality
• An informal working environment

Your work field

As a customer journey expert in the channels product area you will contribute to BMG becoming the bank which provides top notch services for our clients via a broad range of digital channels. In close alignment with our stakeholders you will work on continuous improvement of our digital channels. Our mission is to provide digital access to our products when and how it suits the customer. This can be via web, mobile, host-2-host and email. Your focus will be on host-2-host with related topics on web.

You get energized by designing customer journeys and deliver impactful results to the customer. You have tangible experience with analysis, process improvements, technology and you are able to stand for the quality and development of your product.

What are you going to do

In daily close collaboration with your Product Owner, BizDevOps squad, UX, communication and business representatives, you are continuously working on researching, designing, guiding development (refinement and validation) and roll-out of product improvements driven by fact-based (customer) insights, before and after introduction.

The goal is creating the desired value and outcomes for our clients. You also ensure that successful propositions are implemented and secured in the operational processes of BMG

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 and act. In return, we’ll back you to develop into an even more awesome version of yourself.

You are an enthusiastic professional who gets energy from working on tangible results. You like achieving this by working together with multidisciplinary team(s) and jointly taking responsibility in realizing the purpose of your squad. At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to achieve the end result.

Customer centricity is your primary driver. In short, you take the initiative and operate independently, but you also attach equal importance to cooperation and the joint achievement of the objectives. You are driven to continually develop and / or broaden your own expertise. You are an example and stimulator of our culture (Orange Code) and the BMG Way of Working.

Our hard criteria are that you have:

• Current residency in the Netherlands 
• A completed Master degree which shows your capacity to cope with complex challenges
• Experience with Agile Scrum and affinity with IT
• 5+ years relevant experience as a Customer Journey Expert or Business analyst for digital services and a proven track record in delivery of customer focused functionality
• You have experience in process or customer journey design

Your key competencies:

• You are analytically strong and can structure complex problems. Your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you
• You are solution oriented, capable to explain complex topics in an understandable way and prepare work for the BizDevOps teams
• You are driven and customer focused, loving to collaborate with different people of different cultures
• You translate qualitative insights into relevant and impactful propositions and improvements. You are able to convey this proposal to different stakeholders; This enables you to connect different disciplines within BMG
• Fluent in written and spoken English and understanding the Dutch language is preferable, as the majority of the team often communicates in Dutch and you easily join conversation

Interested? Great! Please note that without a suitable cover letter we cannot process your application.

Do you want to be our new colleague at within the Customer Journey Expert team at BMG? We are looking forward to meet you! Please submit your cover letter, explaining why you are interested in joining BMG specific (not ING) and how we can help you further in your career and how your experience will enhance our team, and of course your most recent CV.

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.  

The benefits of working with us at ING/BMG include: 

• 12-month contract with view to extend

• A salary tailored to your qualities and experience within the range (€3.500 to max €6.000 gross base a month, based on 36 hours per week, excluding benefits)

• 13th month salary (8,33% on your gross monthly base salary)

• Holiday payment (8% on your gross monthly base salary)

• Individual Savings Contribution (BIS) (3.5% on your gross monthly base salary)

• 36 or 40 hour workweek

• Individual leave: 24+2 individual holiday days based on 36 hr workweek

• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)

• CSR days: up to 2 days per year to actively engage in society by volunteering

• Mobility card

• Attractive pension scheme

• Hybrid working to blend home working for focus and office working (minimum 2 days) for collaboration and co-creation.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!