Digital Customer Journey Expert for Private Individuals

A day in the life of a Product Owner & Customer Journey Expert for Tech Delivery Team

Our mission is to become the become the most recommended mobile-led bank in Belgium, one which makes banking simple and drives financial progress. We are passionate about using technology to make banking frictionless and to become the undisputed number 1 in mobile Daily Banking. Within Daily Banking & Client First we are in the driving seat to realize our customer growth ambitions, in which we design and implement journeys in order to realize those customer growth ambitions.

As Digital Customer Journey Expert, your mission is to analyse, design, frame and follow-up the implementation of customer-centric solutions to enhance the User Experience for Private Individual Customers and Employees.

Your work collaboratively with multidisciplinary teams (Product team, Legal & Compliance, Tech, Sales ...) and other stakeholders to streamline and innovate the end-to-end customer and employee journeys.

Skills

Functional analysis : You connect the dots between Business requirements and Tech requirements  

You are able to cover business requirements via the design of functional views of STP and non STP process gathering API’s and assets, with the support of solution architects and Tech engineers,

• You define the data modelling
• You spot dependencies and Tech debt
• You suggest implementation scenarios
• You list API’s, assets and usage
• You define end-to-end client journey by listing happy flows and nonhappy flows and impacts on the design
  

Project discovery : You are in the driving seat to define the UX/UI, copy, data and product specifications.

Together with support of UI/UX, copywriters, data experts and product teams, you build and document the UX/UI, copy, data and product specifications.

• You design mock-ups (front-end)
• You provide validated (legal, compliance …) content
• You define tagging to ensure correct tracking of the journey
• You define metrics together with product teams
  

Project management : You follow up E2E the development.
As key coordinator, you follow up the development of your projects from A to Z, in an agile way of working.

• You are the single source of truth of the delivery roadmap: you create, validate and track the delivery roadmap
• You set in the place the project rhythm (stand-up, demo, retro...)
• You ensure the solution prioritization rhythm
• You are in the driver seat with compliance, legal
  You make sure that risk governance applicable to that delivery is executed including Penetration test when applicable
• You ensure a seamless user experience
• You define the testing plan, and set in place the testing data
• You report proactively on the progress and potential impediments
• You organize Go/No go meetings
• You support aftercare and incident follow up

Our expectation

• Knowledge of the main concept to functional design (What is an API and its way of working, What is a framework, What is data management ...)
• Knowledge of framework builder solutions, design tools, Analytical solutions
• Knowledge of agile way of working and project management assets
• Knowledge of key concepts of Private Individuals and processes linked: KYC, FATCA/CRS ...
  

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.

• Passion to create the most seamless and frictionless customer and employee journey
• Strong team player, empowering and challenging squad members to foster collaboration and individual development.
• Highly analytical with the ability to swiftly identify core issues;
• Problem solving skills to find creative ways of driving progress and removing impediments.
• Extremely results-oriented, always striving for maximal consumer value as early as possible.
• Continuous improvement mindset.
• Eager to learn and ability to coach others.
• Very strong communication and presentation skills (telling – selling) across skill and seniority levels.
• Strong co-creation skills like workshop facilitation, constructive feedback loops, and prototyping.
• Ability to challenge, influence or convince others through fact-based arguments.
• Self-disciplined, proactive and organized, with ability to identify what needs to be done.
• Continuously take initiative to improve the way of working and the collaboration within your team and stakeholders.
• Set an example by giving and acting upon feedback, fostering continuous improvement;

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.

You will be part of the Digital Expedition Teams within Daily Banking & Client First. In your squad that is responsible to translate business requirements to tech requirements, you will be surrounded by other Digital Customer Journey Experts that are working on other projects in which you can exchange, be inspired and learn from each other. And create together journeys that are at the heart of our Customer Growth Ambitions.