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.
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. 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? 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, but What 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.
Flexible working model. Restaurant card. Health insurance for you and your family. Life insurance. Flexible remuneration model. Free company shuttle. Banking benefits. 360º care of the employee (physical, mental, social connection & purpose). Employee Networks: Rainbow Lions (LGBTQI+) & Leonas. Get to know 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 working we are looking forward to meeting you!
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