Customer Journey Expert

hace 6 días

Madrid, Madrid, España ING Bank N.V. A tiempo completo
About the Role

We are seeking a highly skilled Customer Journey Expert to join our team at ING Bank N.V. as a Digital Business Expert. This is a unique opportunity to work with a fully online bank that is at the forefront of innovation and technology.

As a Product Design Specialist, you will be responsible for translating business needs into delivery requirements, working closely with IT teams to develop new customer features and seamless customer processes. You will also be responsible for defining and delivering business solutions that meet the needs of our customers.

Key Responsibilities:

  • Agile Delivery: Prioritize initiatives in short cycles, based on value delivery for our customers, defining an initial MVP to be improved with the feedback gathered.
  • Digital Strategy: Be proactive in the identification of new capabilities in our digital platform to engage our customers and increase efficiency of our assisted channels.
  • Customer Experience: Provide the best customer experience by designing, mapping, and constantly improving the customer journey performance.
  • Product & Service Strategy: Develop, launch, and maintain an attractive and compliant value proposition in the market, providing the best customer satisfaction.
  • Data Fluency: Comprehend, define, select, and analyze data to garner insights that enhance the decision-making process.

Requirements:

  • Master or bachelor's degree with a minimum of 4 years of professional experience in product design.
  • Capability of translating business needs into delivery requirements, proven experience working with IT.
  • Curiosity to understand the industry, bank, and customer dynamics.
  • High level understanding of IT basics (integrations, data flows, channels, architecture diagrams...)
  • Planning & organizational skills.
  • Combination of analytical mindset and skills together with pragmatic thoughts to deliver and have impact on customers and bank results.
  • Driven and customer-focused and results-oriented person.
  • Able to work in an autonomous way, to take initiative and to make things happen with a can-do attitude.
  • Clear communications skills (written and oral).
  • Problem-solving mindset.
  • Good team player, loving to collaborate with different people.
  • Excellent oral and written English skills.
  • Versatility and experience in several business domains is a plus.

What We Offer

  • Flexible work environment.
  • Restaurant card.
  • Health insurance.
  • Life insurance.
  • Flexible remuneration.
  • Free company shuttle.
  • Banking benefits.

About Us

We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity, and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that's our DNA. If you look at yourself in the mirror and your reflection matches our way of being and are looking forward to meeting you

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