Customer Journey Expert

2 months ago

Manila, National Capital Region, Philippines ING Full time

Your role and work environment

We are scaling our digital solutions by further improve our internal processes (via workflow tooling) but also give more processes back to our customers via our Inside Business Portal. As a Customer Journey Expert (CJE) you will be a key player and make complex changes happen within and across Tribes. The CJE has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills.

Your key responsibilities

You will report to the Product Lead of your product spaceYou will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most valueYou will continuously improve the Product and service and the related customer journey based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscapeYou bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance testYou will bridge the gap between users and developers, data analyst in the teamTranslating the voice of the user into clear requirements for your IT colleaguesYou will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etcYou will be responsible for continuous learning and sharing of your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the Lending Delivery organizationYou will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast. Customer journey mapping is one of the key artifacts you need be familiar with

We are looking for:

A growth mindset, who wants to drive change, work on cool digital innovation initiativesYour ability and drive to contribute to product delivery and development of expertiseYour ability to simplify complexity and drive operational excellence Your ability to promote and embed delivery culture in the organizationA colleague with analytical skills who takes decisions based on data and facts Strong resilience: your ability to navigate through ambiguity and simplify complexityA pro-active, creative and an out-of-the box thinkerAn open and transparent communicatorAn energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING's Orange behaviour

Education and background

Minimal 3 – 5+ years of working experiencePro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environmentExperience/affinity with Wholesale Banking within Front Office or OperationsInterested in new technologyExcellent command of English

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