Payments Product Expert

hace 6 meses

Madrid, España Ing A tiempo completo

**At ING we are looking for a Payments Products Expert**

**Your role and work environment**:
You have an end to end responsibility for providing customers and future friends the most reliable and innovative way of managing their money and payments, focusing on the quality of the self-servicing and leveraging on the brand and bank customer obsession.

Together with the PO you will define the initiatives allowing to reach the goals of your Tribe.

You will work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy and road map of the Payments and Daily Banking Tribe.

You are passionate about improving the customer's experience in the different channels and developing a broad knowledge on products and services strategy.

You have a data mindset, you observe what happens around you and what we are building and challenge or adapt if we are not going in the right direction.

You work in Agile teams, focusing always in delivering value to our customers in a fast way while continuously improving the way we work.

You are also an active member of a Chapter supporting in improving the way of working and where you work on your craftsmanship.

You are a team player. You are actively involved in the maintenance, development and realization of (new) services & functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.

As a CJE you will report to the Payments & Daily Banking Business Lead.

**Your key responsibilities**
- You are representing the "voice of the customer", with a focus in continuously improving our customer journeys
- You contribute to develop, launch and maintain an attractive product & service value proposition on the market providing the highest customer satisfaction
- You contribute to provide a differentiating experience for ING's customers at optimal value and profitability for ING
- You are the "Business Guardian" of your product/service working with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
- You contribute to increase efficiency, reduce complexity, bringing the best experience in the moments of truth and pursuing for innovative solutions
- Having analytical skills, you comprehend, define, select and analyze data to gather insights that enhance the decision-making process. You are a pro-active thinker
- You translate business needs in requirements for the implementation
- You work to become an expert of your product & service prioritizing on value delivered for our customers in short cycles, defining a first MVP and improving with the feedback gathered
- You are able to support complex programs, setting clear roadmaps and solving impediments
- You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis
- You contribute to develop and maintain a customer engagement strategy focus on improving the conversion funnels
- You contribute to create and constantly optimize the end to end processes supported by an operations management mindset
- You contribute to build commercial plan, upselling and cross selling strategy and to ensure the achievement of the KPIs defined in the strategy.
- You contribute to support the adoption of cyber security practices for effectively protect our customers against risks in the digital world

**We are looking for**

A leader of our Orange Code culture displaying the following behaviors:

- You contribute to the ING One Agile Way of Working and safeguard the Orange Code
- Able to assume personal responsibility and address customer needs. Focus is not on individual customers, but on the customer as a target group. You know what is going on with the customer, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this.
- Problem analysis and judgement: Recognize key information, problem identification, research, various methods of analysis, establishment of connections and anticipation are key to your job. Strong analytical skills and a healthy level of curiosity are therefore vital.
- Stay on top of trends and developments within their field and the market. Aside from that, it is of crucial importance to have knowledge of the customer's business and banking processes. Integrate acquired knowledge into performance of tasks.
- Thinking in strategic terms. Based on professional expertise, a link is established between current events and business strategy and a long-term vision.
- Initiative needed in, for example, improving products, processes and channel policies. Ensuring that creative ideas are also implemented.
- You give and ask for constructive feedback

By fulfilling the CJE role:

- You actively support and work with colleagues from your and other Tribes to ensure all solutions

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