Our Domain Goal
The domain of Life Events aims to offer the best possible journey for Successions, Close Account, Close Rental Guarantee, Seizures and Police and Tax Investigations.
For successions, close account, and close rental guarantee we aim to boost digitalization and automation as much as possible in line with risk policies and legal framework.
Your role
As a Customer Journey Expert (product-CJE), your challenge is to offer our clients the best mobile customer experience for their financial needs in every important step of their life by leveraging our digital capabilities and by designing smart processes with clear, transparent communications.
You analyze the needs and behaviors of our customers and build up thorough knowledge of the end-to-end key moments of life processes. These insights enable you to design, develop, and optimize customer journeys to create the best, most efficient CX in a future-proof way. You implement strong and robust E2E processes that support the customer journeys in the domain of Life Events; you know and follow up on the knowledge of the risk items for those journeys.
You are or you become the domain expert of the end-to-end processes. This includes knowledge of the legal framework, stakeholder management with Client Services, Segments, and other Tribes within ING.
Together with your stakeholders (Risk, Retail Advice Team, Client Services, and segments) you manage the end-to-end processes of the Life Events Domain on a daily basis including NPS, EPS, Risk, Customer communication, process design, etc.
Your place in the tribe
You are a member of the domain ‘Life Events’, in the area ‘Savings, Business, and Life Events' of the tribe Daily Banking & Client First. In this domain, two sister squads manage the mentioned processes: Cluedo - as a product/process-squad - is process & data owner of all the processes; Dark Side takes care of the technical implementation to realize the roadmaps (in collaboration with other squads and tribes). You will be a member of the Cluedo squad.
Your key responsibilities
* You measure proactively and report on the journeys of your domain e.g. NPS, digital adoption, conversion rate, customer, and employee feedback.
* You are the data owner (by delegate) of all data managed in your process and thus in charge of all data-related work.
* You implement the defined roadmaps and plan accordingly to make sure the delivery streams of the delivery squads are enabled.
* You help your squad master in balancing run work & change-related work. You plan independently ahead to make sure agreed dates of go-lives & deliveries are met. You make sure this planning is visible & clear via the tools used by the team.
* You are responsible for all communication related to your process, in digital or assisted channels and use this knowledge to boost the digital adoption of our digital flows (where applicable).
We are looking for:
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful, and a knack for always being a step ahead. 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. You are analytical & structured.
* You have 5 to 10 years in the banking sector, are fluent in English and Dutch or French.
* Change & innovation are part of your DNA: you are interested in how the world evolves and translate this into the continuous improvement of our customer propositions & way of working.
* You hold a master’s degree or are qualified with relevant experience.
* You write & communicate easily & efficiently in English and Dutch or French. You write easily in ING’s tone of voice.
* You are comfortable with a variety of tasks and don't mind doing both follow-up and 'groundwork'.
* Having experience in one or more of the following topics is a plus but not a dealbreaker:
o Affinity with the processes close account, close rental guarantee, successions, seizures, or police and tax investigations.
o Knowledge of data tooling, such as Adobe Analytics, Cognos.
o Business Process Modelling and/or ARIS.
o Agile/Prince2 based project management.
o Experience in digital marketing, content management, and/or innovation.
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