.At ING we are looking for a Customer Experience ExpertYour 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.In Home and Protection tribe we help customers reach their dreams of becoming homeowners every day. As member of the H&P Tribe you will meet customer needs to understand their goals and recommend plans that best fit in their situation to guide them through our mortgage application process.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.Leverage 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.Be 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
