Customer Journey Expert / Business Analyst – Addresses

Are you customer-oriented and do you enjoy a challenge in developing customer-facing processes within a devops team? Then you’re at the right ‘address’ in the Customer Data domain. We’re looking for a business analyst profile to reinforce the manage address team and create the next level hassle-free experience for our customers and employees.

We are looking for someone willing to take ownership and contribute to improving the web, app and employee experience for our processes. It’s an exciting and challenging time to join the Customer Data domain. The next years, bold steps are to be made in moving our processes and data towards a scalable IT-platform and digitize processes towards our award-winning app and web platform.

Do you have affinity with developing and optimizing products and processes? Does your curiosity spark towards the underlying IT-landscape? Do you have an entrepreneurial mindset who is able to take it on and make it happen independently? Then we are looking for you!

Your task

We are looking for a business analyst (‘Customer Journey Expert’ at ING) who will drive the development of new functionalities for our customers’ addresses. These functionalities are essential enablers for various adjacent processes across the bank. Think of the distribution of debit cards, loan agreements, Know Your Customer processes and statements. As a Customer Journey Expert you collect and set the functional requirements for these features, design corresponding customer journeys and together with your team translate these into working software. In addition, you will further expand, improve and maintain these functionalities in order to keep up with demands from stakeholders.

Your team

Your team resides within the Modify Customer Data team; a group of 5 teams (squads) whom are responsible for a variety of retail and business customer-facing processes. The day-to-day squad consists of one other Customer Journey Expert and 5 development engineers. For the coming years the focus of the value space is to develop additional functionalities, increase digitization, improve STP-rates and simplify the IT-landscape. This will contribute to the ambition to offer robust processes with a superior experience for our customers and colleagues.

The department in which all the squads come together is called Tribe Digital Business Banking, within ING Netherlands. Together it is digitizing processes for its retail and business customers with the aim to maintain data real-time and offer a superior experience. This Tribe consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer. With our processes and services we reside at the core of the bank and are therefore key in providing the daily financial needs of our customers!

How to succeed

You are a team player, have proficient problem-solving ability and can drive projects from concept to execution. As a customer journey expert / business analyst you:

• Take ownership of your team’s processes, including vision, ideation, development, launch, growth and maintenance;
• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees in order to identify areas of improvement;
• Understand the need to comply with regulations and policies, but dare to debate alternatives;
• Balance the optimal customer value and the profitability for ING;
• Are proactive and enjoy working in multidisciplinary teams within an agile environment;
• Are able to provide and request constructive feedback to your colleagues, and foster an environment in which your colleagues including yourself can excel;
• Are fluent in English (verbally and written) and in Dutch (prerequisite).

About you

You have:

• A bachelor’s- or master’s degree;
• Relevant experience in an agile software development environment;
• Curious mindset for the underlying application architecture, relevant IT-landscape and technologies;
• Realization skills with the ability to take on a challenge and make it happen;
• Strong analytical skills and the ability to take decisions based on data and facts;
• Solid communication and collaborative skills to interact with different stakeholders.

What we offer

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 athttps://www.ing.jobs/netherlands/Why-ING/benefits.htm

• A salary tailored to your qualities and experience

• Flexible working hours and the possibility to work partially at home

• Reimbursement for travel expenses

• 28 vacation days with a 40-hour working week.

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Personal growth and challenging work with endless possibilities to realize your ambitions

• An informal working environment with innovative colleagues who strive for the very best

• Dependent on experience job grade 12 – Director level is applicable