Customer Journey Expert in Search and Knowledge Management Area

We are looking for you, if you:

• Have a bachelor’s or master’s degree and +5 years relevant experience in product management, business analysis or consultancy,
• Have a curious mindset for the underlying application architecture, relevant IT-landscape and technologies. And new technologies like generative AI,
• Are fluent in English (verbally and written),
• Have a strong analytical skills and the ability to take decisions based on data and facts,
• Have a solid communication and collaborative skills to interact with different stakeholders,
• Have an understanding of needs to comply with regulations and policies, but dare to debate alternatives and challenge the status quo,
• Have an understanding the product’s underlying IT architecture and IT solutions,
• Are proactive and enjoy working in multidisciplinary teams within an agile environment.

Your responsibilities:

• You will be end-to-end responsible for the journeys in the product, together with the rest of your squad colleagues,
• Apply your experience in employee online search behavior in the fast changing context of digital transformation,
• Ensure that concepts are converted into IT solutions,
• You are involved in improving of the search journeys from start to finish including engaging other departments. You will work closely together with our UX designer, Customer Journey Expert and IT-colleagues. Testing will be an important part of your activities. Setting up and executing user acceptance testing and functional (acceptance) testing,
• You will analyze how our application is being used and come up with proposals for further improvements. These proposals will be aligned with stakeholders and the team. After a proposal is accepted it needs to be refined so our engineers can develop them, it can be tested and further roll out to our organization clarified and planned,
• You will support with analyzing received feedback from end users and other consumers for example internal chatbots. This activity is a shared responsibility from the CjE and UX designer within the team . Together follow up actions will be determined,
• You will participate in the onboarding process of new content in our application. This means supporting with the intake procedure, guiding source owner to provide the best data quality, supporting team with adding the content, creating the needed user stories, validating the received content as part of the overall search results and supporting with user adoption and further roll out,
• Work together with teams outside of your own product area and outside of your department,
• You will be the backup for the Product Manager if needed,
• Application is based on Elastic. Analyzing data will be performed partly in Kibana as part of Elastic. Knowledge regarding writing and understanding queries is a extra value.

Information about the squad:

People and Hubs is part of Corporate Technology within Tech. In People and Hubs we are responsible for knowledge management and the possibility to find the information you need for your work.

This position is in OneSearch squad. Team is responsible for delivery of the search engine for Global ING employees. You will contribute shaping the proposition and improves employee journeys by strong IT development and data driven analysis. Together with your colleague UX Designer, Customer Journey Experts and IT-engineers, you strive towards realizing the best (digital) employee (search) experience for our employees.

The role naming convention in the global ING job architecture will be “Customer Journey Expert - Universal IV”.