Customer Journey Expert

**At ING we are looking for a Customer Experience Expert**

**Your role and work environment**:
We are looking for a talented and enthusiastic **Customer Experience Expert** to join our **Experience Revolution Area** of **Home & Protection tribe.**

We are looking for a **Customer Experience Expert** capable of **translating** **business needs into delivery requirements** by working in the squads through the whole product lifecycle and acting as a bridge between business & IT.

The scope is to build a new mortgage workflow **to reduce lead to cash timing and costs**, mainly in agencies and operations. Execute a deep digital transformation **to reduce T2M, retain existing customers and increase both, conversion rate and gross incomes**.

Finally, you’ll be part of the business area trying to improve the craftmanship of CJE’s boosting the big priorities of the organization and, most importantly, having fun

**Your key responsibilities**:
As a Customer Experience Expert, you will:

- ** Provide the best user experience** by designing, mapping and constantly improving the campaign process in terms of performance and efficiency. Leveraging on the understanding of customer and stakeholder needs, presenting them effective solutions based on market landscape and customer point of view.
- ** Comprehend, define, select, and analyze data** to garner insights that **enhance the decision-making process**. Translate ambiguous environment to meaningful indicators and provide the capacity for driving powerful business insights faster.
- ** Product and service management** to develop, launch and maintain an attractive and compliant value proposition in the ecosystem, providing the best user satisfaction. Being 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. Responsible for guaranteeing bank revenue and benefit-cost balance, presenting business cases with benefit tracking after the implementation. Commercial acumen to ensure accomplishment of business results.
- ** Enhance the user satisfaction** by offering a positive experience analyzing and identifying new paths and capabilities. **Improve the engagement** by offering solution for every channel and, at the same time, leverage the digital experience.
- ** Translate business needs into requirements** for the action. Prioritize initiatives in short cycles, based on value delivery for our customers, defining an initial MVP to be improved with the feedback gathered. Strive for efficiency, reducing complexity in our definitions and pursuing innovative solutions always following the guidelines from ING Agile Way of Working. Manage dependencies, non-financial risk issues and impediments. Slice Epic into Features and Features into user stories that suppose an increase in value for your product and for the customer. Write User Stories being sure that they follow the INVEST model principles. Ensure the quality in the production uploads.

**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
- Master’s or bachelor’s degree with a minimum of 4 years of experience.
- Driven and customer focused, loving to collaborate with different people.
- Strong Digital capabilities.
- Good analytical skills.
- Proven planning & organizational skills.
- Clear communications skills (written and oral).
- Passionate about innovation and new market trends and pro-active thinker
- Able to work in an autonomous way and to take initiative.
- Making things happen thanks to your ‘can do’ attitude.
- Problem solving mindset.
- Manage complexity be able to be coordinated and aligned between different stakeholders.
- Team player.
- Excellent oral and written English skills.
- Ability to work on an international level.
- Versatility, experience in business / technical domains is a plus.
- High level understanding of IT basics (integrations, data flows, channels, high level architecture diagrams)

**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 we take care of even the smallest details.

Check out what is waiting for you

**Be flexible my friend.**

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

**Restaurant card.**

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

**Our house will be your home.**

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and m