Project Manager Assisted Channels

Join our team as a Customer Journey Expert (CJE) and be part of an exciting opportunity to make a significant impact on the way our customer facing staff are equipped to serve our customers.

You will join the IRIS family within the Assisted Channels area. Our mission is to create the ultimate employee platform, making IRIS the go-to destination for our front-line employees to meet all customer needs in the most efficient way.

In this role, you will actively listen to the feedback of the people that use IRIS on a daily basis and use that input to bring actual improvements to the platform. You will do so by understanding their needs, describing them into business requirements, work with our UX designer to define the solution, translate that solution into technical requirements with our Feature engineer, and work closely with our IT engineers to bring it to life.

You will also guide other tribes that are bringing their features to IRIS and gatekeep the overall experience of the platform, as well as collaborate with the Global Platform teams to set our mark on the future of the platform.

If you have a passion for turning ideas into reality, a genuine desire to help others succeed, and the drive to stay ahead of the game, then we want you on our team.

The Assisted Channels area is part of the tribe Digital, Assisted channels and Customer Interactions Tribe, and it truly is a great place to work (check out our OHI results if you don’t believe it )!

Together, we will shape the future of customer and employee experience at ING.

“We are passionate about our employees so they can delight our customers!”

DUTIES & RESPONSABILITIES

Take end-to-end ownership and responsibility for bringing new features to life, ensuring a seamless user experience:

• Identify and understand employees' needs and requirements to create valuable solutions.
• Collaborate closely with UX to ideate and define the best user experience.
• Gain commitment from stakeholders on priorities and solutions.
• Translate requirements into clear features and stories for our DevOps Teams in India.
• Coordinate delivery with offshore teams, conduct thorough testing, and communicate updates to users.
• Collaborate closely with IRIS core teams, CRM teams and CC2.0 to define the best overall employee journeys.
• Guide and support feature teams to deliver their IRIS functionalities efficiently and with the best quality.
• Advocate for communication, collaboration, and cohesion through the Agile Way of Working across teams and stakeholders.

REQUIREMENTS

• Previous experience as a customer journey expert, with a focus on digital journeys being a plus.
• Demonstrated autonomy, proactivity, and a "can-do" attitude.
• Affinity with IT to collaborate effectively with IT colleagues on solutions.
• Familiarity with PACE or Business Analysis to business requirements.
• Ability to simplify complex concepts for all stakeholders.
• Strong influencing and persuasion skills.
• Excellent communication skills.
• Fluent in English, with preferably Dutch or French language proficiency.
• Bachelor's degree.

Above all, we are seeking candidates who are enthusiastic about making a difference for our employees and have a drive for result!