Cje Investments

**At ING we are looking for an Investments Expert**

**Your role and work environment**:
We are looking for a talented and enthusiastic **Customer Journey Expert** to join our Savings Team of **Investments and Funds Entrusted Tribe**

As part of this tribe we aim to **help and encourage customers to manage their wealth in a simple and efficient way,** while we have a lot of fun

Our tribe strategy includes three key focus areas:
Grow our target market, adding progressively new customers Develop our distribution capacity, expanding our distribution capacity Keep our offer fresh and authentic, staying close to customer´s needs

All of that ensuring our tech capacity is enabling us to succeed

Within this tribe you will be a Customer Journey Expert, so you offer ING’s customers and attract non-customers with an appealing value proposition, while ensuring profitability for the bank. You aim at improving ING’s performance and identify opportunities to better serve and delight customers in their end to end process.

The current context means a great opportunity to contribute with the savings offer to the overall bank success, so you will work with your squad, the rest of the tribe, and leadership team in making it happen.

**running existing business from an end-to-end perspective**, covering all the different savings aspects: IT systems, commercial strategy, product range day to day and interactions with other departments, measuring relevant KPIs business tracking and holding an active connection with distribution and sales teams to boost business. **translating our business into new technology **embracing the bank of the future, defining our business requirements to optimize technology accordingly

You will be part of a cross and multidisciplinary tribe and will also participate in the CJE Chapter to improve the CJE craftmanship of the bank and to build a high-performance way of working.

As a CJE you will report to the Investment & Funds Entrusted Chapter Lead.

**Your key responsibilities**:

- ** Customer Experience**: Provide the **best customer experience **by designing, mapping and constantly improving the customer journey performance **leveraging on our Innovation methodology (PACE)**. With an end-to-end process view being able to collect CX and data, translating into UX and IT landscapes**.**:

- ** Digital Strategy**: As experts in digital experience, be proactive in the identification of new capabilities in our digital platform to **engage o**ur customers **and increase** efficiency **of our assisted channels bringing the best experience in the moments of truth.
- ** Commercial Strategy**: In collaboration with marketing and customer interactions teams, definition of commercial campaign strategy so offering value proposition to clients in a personalized and customer centric way.
- ** Data Fluency**: Comprehend, define, select, and analyze data to gain insights, as well as visualize data, and storytelling to facilitate the** decision-making process across different stakeholders**. Responsible to **guarantee bank revenue **and balance benefit-cost presenting business cases presenting benefit tracking after the implementation.
- ** Product**: launch and maintain an attractive and compliant value proposition on the market providing the highest customer satisfaction.
- ** Agile Delivery**: Translate business needs in requirements for the implementation in the IT and change circle. Prioritizing based on value delivery for our customers in short cycles, defining a first **MVP** and improving with the feedback gathered. Strive for **efficiency**, reduce complexity in our definitions, pursuing for **innovative** solutions. Manages** dependencies**, **non-financial risk** awareness and impediments.

**What are we looking for?**

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fitsdon’t hesitate to apply
- Ability to display a flexible style to the team, adapt your approach and behavior to the different needs and situations.
- Ability to conceptualize thinking to facilitate decision making process to different stakeholders
- Ability to take responsibility, steer strategy and realizations based on facts and data.
- Ability to simplify complexity and drive operational excellence.
- Ability to support yourself and other team members in development.
- Strong resilience: ability to navigate through ambiguity.

Proven track record and technical skills
- University degree, master in finance related is also a plus.
- 5+ years’ professional experience in banking.
- Consulting background is also a plus, managing complex projects, with different stakeholders to align
- Strong command of written and spoken English.

**What do we offer?**

The time you spend at work, the challenges you face or the lessons you get are very important, butWhat about your personal life? At ING we want your work to fulfill you in every way, and that is why