Customer Journey Expert Trade
North Holland
2 dagen geleden

Profile Customer Journey Expert Global Tribe Trade (JS 9-13)

Your role and work environment

As a Customer Journey Expert Trade tribe your purpose is to create the best financial supply chains though seamless Trade solutions.

In the Trade Tribe there will be chapters focused on Trade Finance products, Working Capital products and data and integration.

A Chapter is a collection of squad members with the same specific expertise or competence. Together with the Tribe Lead and Chapter Leads, you share a collective responsibility to improve ING’s performance and identify opportunities to better serve and delight customers.

Customer Journey Expert

The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer experience.

The CJE works most of its time in a squad within ING's Agile organisation. Works together with other experts to achieve the squad's mission.

Has expertise in the areas of marketing, product management, channel and process optimisation. Can fulfil the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used.

Each squad has a single product owner. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Trade products, Customer Journey, Product development and collaboration with third party solutions providers.

Your key responsibilities

  • As a Customer Journey Expert
  • You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the journeys we are offering.
  • You are business owner of the Trade solutions in scope of your squad. As such you are responsible for designing, developing & operating the Trade solutions for our clients that allows them to stay a step ahead in life and business;
  • You support the Tribe Lead in the responsibility to manage the overall P&L for the Trade tribe by integrating this in your daily work and priority setting
  • You will share the responsibility to provide a differentiating experience for ING’s customers for all trade related services (all customer journeys relating to trading) at optimal value and profitability for ING.
  • Offering Trade solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
  • Ensure seamless customer experience in the full customer journey from pre sales to onboarding to in life;
  • Ensure our license to operate by secure and flawless 24 / 7 operations while ensuring regulatory compliance;
  • Offering a differentiating customer experience by continuous innovations starting from client centricity;
  • You support the development, implementation and communication of the roadmap
  • You support sales in their sales efforts by providing them with product and marketing materials, working together on received RFP’s, join Sales with visiting clients
  • You co-manage and prioritize the backlog at the level of user stories, derived from features
  • You define business requirements for the development of products and services in the Trade scope and play a supporting role in the Quarterly Business Review (QBR)
  • You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services
  • You have understanding of client needs, digitization and API’s, bridging IT and business
  • You are able to simplify solutions and processes and tell the story clearly to clients and front-office colleagues
  • You can be responsible for implementing and operating our services for our clients
  • You have analytical skills and takes decisions based on data and facts
  • You are a pro-active thinker
  • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
  • You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast changing context of digital transformation
  • You are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment
  • As a Customer Journey Expert you :

  • You contribute to the ING One Agile Way of Working and safeguard the Orange Code.
  • You are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
  • You ensure compliance with ING’s policies and standards.
  • You can be appointed as delegate IT asset and / or data owner for IT assets and data in scope.
  • You maintain contacts with stakeholders and external parties.
  • You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters, FO organization and Service organization.
  • You give and ask for constructive feedback.
  • Proven track record and technical skills :

  • Master or bachelor degree
  • Minimal 3 -5 years of working experience (depending on the seniority level)
  • A personality and the capabilities to optimally function within an Agile environment
  • Experience / affinity with Wholesale Banking Product Area(s) and / or Trade products and IT is a plus
  • Excellent level of English
  • We are looking for

    You are a Customer Journey Expert and like to work in a multidisciplinary and agile team. You have a curious attitude and the drive to improve things every day.

    The customer is your primary driver. You are a naturally collaborative person who listens and invests in others to achieve common goals.

    You love to challenge the status quo and are eager to propose creative solutions to problems.

    We offer you

    A position in a very exciting area within the bank, empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude.

    You have the possibility to develop your skills in a challenging work environment.

    We offer a full time position with a good remuneration package.

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