.At ING we are looking for a Customer Journey Expert Your role and work environment: We are looking for a talented and enthusiastic Customer Journey Expert to join Easy Financing Tribe .
The responsibility of this team is increasing our portfolio of personal loans by adding new clients and maintaining existing ones, by developing a line of attractive, competitive and easy products and services.
You will help us to develop new customer features, seamless customer processes, and new enablers to be faster in future developments.
Additionally, you will work on improving the processes linked to our activity.
Your key responsibilities: Have an end-to-end responsibility to provide customers with the most reliable and innovative way to manage their financing needs, focusing on delivering new products and services when and how they need them.
Develop new banking processes or improve existing ones to optimize the services we provide to our customers and meet our commitments to them.
Be the "Business Guardian" of your product/service working with Risk, Compliance, and Legal stakeholders to ensure our products and services comply with regulations and policies.
Work closely with customers and key stakeholders to achieve the initiatives that respond to the vision, strategy, and roadmap of ING Spain.
Be passionate about improving the customer experience across different channels and have broad knowledge of products and services strategy.
Have a data mindset to observe and challenge the direction of our developments.
Work in Agile teams , focusing on delivering value to our customers while continuously improving the way we work.
Be an active member of a Chapter supporting improvements in the way of working and craftsmanship.
Be a team player , involved in the maintenance, development, and realization of (new) services & functionalities.
As a CJE, you will report to a Chapter Lead.
What are we looking for?
These are some of the qualities that we value the most for this role: Master or bachelor's degree with a minimum of 10 years of professional experience in the banking sector.
Strong experience as a Project Manager, backlog management, and roadmap refinement with a minimum of 5 years.
Knowledge of core banking systems and processes.
Risk Management skills, identifying potential risks in an offshore setup and implementing measures to mitigate them.
Excellent ability to manage deadlines and efficiently manage time to keep development on track.
Product management skills linked to unsecured lending products: personal loans and credit cards.
Understanding processes from an IT perspective.
Strong digital, analytical, and strategic thinking skills.
Customer-focused and results-oriented.
Great organizational, oral, and written communication skills.
Strong ability to make effective presentations.
Passionate about innovation, new market trends, and future thinking.
Able to work autonomously, take initiative, and make things happen