At ING we are looking for an Investments Expert Your role and work environment:
We are looking for a talented and enthusiastic Customer Journey Expert to join our Savings Team of Investments and Funds Entrusted Tribe. As part of this tribe, we aim to help and encourage customers to manage their wealth in a simple and efficient way, while we have a lot of fun!
Our tribe strategy includes three key focus areas:
Grow our target market, adding progressively new customersDevelop our distribution capacity, expanding our distribution capacityKeep our offer fresh and authentic, staying close to customer's needsAll of that ensuring our tech capacity is enabling us to succeed. Within this tribe, you will be a Customer Journey Expert, so you offer ING's customers and attract non-customers with an appealing value proposition, while ensuring profitability for the bank. You aim at improving ING's performance and identify opportunities to better serve and delight customers in their end-to-end process.
The current context means a great opportunity to contribute with the savings offer to the overall bank success, so you will work with your squad, the rest of the tribe, and leadership team in making it happen.
Your key responsibilities: Customer Experience: Provide the best customer experience by designing, mapping and constantly improving the customer journey performance leveraging on our Innovation methodology (PACE). With an end-to-end process view being able to collect CX and data, translating into UX and IT landscapes.Digital Strategy: As experts in digital experience, be proactive in the identification of new capabilities in our digital platform to engage our customers and increase efficiency of our assisted channels bringing the best experience in the moments of truth.Commercial Strategy: In collaboration with marketing and customer interactions teams, definition of commercial campaign strategy so offering value proposition to clients in a personalized and customer centric way.Data Fluency: Comprehend, define, select, and analyze data to gain insights, as well as visualize data, and storytelling to facilitate the decision-making process across different stakeholders. Responsible to guarantee bank revenue and balance benefit-cost presenting business cases presenting benefit tracking after the implementation.Product: Launch and maintain an attractive and compliant value proposition on the market providing the highest customer satisfaction.Agile Delivery: Translate business needs in requirements for the implementation in the IT and change circle. Prioritizing based on value delivery for our customers in short cycles, defining a first MVP and improving with the feedback gathered. Strive for efficiency, reduce complexity in our definitions, pursuing for innovative solutions. Manages dependencies, non-financial risk awareness and impediments.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 fits don't hesitate to apply!
Ability to display a flexible style to the team, adapt your approach and behavior to the different needs and situations.Ability to conceptualize thinking to facilitate decision making process to different stakeholders.Ability to take responsibility, steer strategy and realizations based on facts and data.Ability to simplify complexity and drive operational excellence.Ability to support yourself and other team members in development.Strong resilience: ability to navigate through ambiguity.Proven track record and technical skills: University degree, master in finance related is also a plus.5+ years' professional experience in banking.Consulting background is also a plus, managing complex projects, with different stakeholders to align.Strong command of written and spoken English.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.
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