Digital Documentation Expert

**At ING we are looking for**

**Your role and work environment**:
We are looking for a talented and enthusiastic **Customer Experience Expert **to join our **Document Digitalization Squad,** team of **Products & Public Entities Tribe.**

The responsibility of this team is to define and implement end-to-end functionality for the development of the new project DOCMA (New document Management System).

You will work in the Retail Ops department in Spain together with other experts, guiding the IT team in order to understand the expectations, goals and priorities of the business, and translating the business and operational requirements to the technical team.

You possess expertise in the areas of product/Service management, business monitoring, channels, process optimization and functional requirements, and also negotiation abilities and strategic business view.

You will help the product owner to drive change, working closely with customers and key stakeholders on vision, strategy and the road map.

You are a team player involved in the maintenance, development and realization of (new) services & functionalities.

As a Customer Journey Expert, you will report to the Area lead of the Products & Public Entities tribe.

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

- Report to the Products & Public Entities Tribe´s Area Lead you will have an end-to-end responsibility with the PO for the development, management and prioritization of the squad supporting **all documentation management** functionalities**, defining the most efficient E2E from the reception of any kind of documentation untill the treatment of the data optimizing the data retrieved and challenging our current way of working.
- You will provide a broad** knowledge on ING products, services, channels and local regulations.**:

- You will help:

- Defining features into detailed user Stories: Design, prioritize, accurately estimate and then deliver user story development on time.
- Updating the Product Backlog Daily: with business, data, technical needs on daily basis.
- Performing Analysis on backlog or other tooling analysis to enable optimal decision making.
- Defining Performance indicators to assess the product value and progress.
- Answer daily questions from the Squads and communicate progress or escalate risks/ dependencies to intern teams.
- You represent the **voice of the customer (External and internal)**, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this, and focus continuously on improving the journeys we are offering for acquisition and retention.
- You are responsible for **improving the service with an end-to-end mindset,** for the day-to-day performance, for building reliable business operations and services, and for connecting it with internal or external parties.

You work with Risk, Compliance, and Legal stakeholders, to **make sure our products and services comply with regulation and policies.**

**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

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

- Support and promote Agile transformation in your squad and at Tribe level according to new way of working defined the organization and CTO.
- Own a master or bachelor’s degree with a **minimum of 2 years of experience.**:

- Have proven **experience in Operations**, specially within digitalization and transformation of documentation management including value proposition design, performance monitoring and profitability improvement.
- Be able to tell the story and **communicate clearly (written and oral)** to various international stakeholders **(advanced English is required)**:

- Be able to think in **strategic terms**, linking current events, business strategy and a long-term vision.
- Have **strong analytical skills** and take decisions based on data and facts.
- Have strong **problem analysis and judgement skills** (recognize key information, problem identification, research, various methods of analysis, establishment of connections, etc.)
- Be able to **lead complex programs**, setting clear roadmaps and solving impediments.
- Be a **team player**, stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
- Be **curious, passionate about innovation** and stay on top of trends and developments within the lending and housing markets.
- Are creative and a pro-active out-of-the box thinker who likes to work in a **multidisciplinary team in an agile environment.**:

- You give and ask for constructive **feedback.**

**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 smalles