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Customer Journey Expert

Bedrijf: Werken bij ING
Richting(en): Banking / Finance, IT / ICT, Marketing / Product Management |
Niveau: HBO & WO
Locatie: Amsterdam
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The opportunity

Working for the Tribe Assisted Channels means working in a dynamic cross-border (Netherlands & Belgium) environment. With thousands of ING colleagues using our tooling every day, we are responsible for stable, secure, user-friendly and innovative tooling for ING employees in all human channels. “We are passionate about our employees so they can delight our customers.” We ensure that ING’s customers and employees always have the best experience enabled by one generic assisted toolkit. From UX designer to IT engineer, we all work towards the same goal.

We are always looking for great CJEs and strive that every CJE lands at the best squad fitting his/her development. Rest assured that you will always work on cool stuff for our employees!

Based on our thorough understanding of the needs and challenges  of the business and the technical possibilities, we translate the requirements into proposed solutions and make sure IT-development can be properly done. Therefore, you need to be a state-of-the-art business refiner, preferably with experience in a bus-dev-ops development. 

We currently foresee a landing spots for 2 new CJE’s in the squad InteractingNL Call & Video. The squad InteractING NL Call & Video is responsible for the implementation and maintenance of telephony and video for our Dutch stakeholders. They optimize routing of our customers to the right agents, Voice Response Units and digital channels. And they add value to traffic reduction (Call Avoicance by Routing) by implementing for example in- and outbound Callbots, Actionable Insights and authenticated calls.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

  • A colleague as passionate as we are about our tribe’s purpose.

  • You are capable of creating and improving customer and/or employee journeys based on PACE methodology into specific processes, requirements and user stories.

  • You have affinity for IT and you are able to translate requests into IT-ready requirements, within the possibilities of ING’s technical landscape.

  • You are a naturally collaborative person who listens and invests in others to achieve common goals.

  • You have excellent stakeholder skills and can be a sparring partner for stakeholders from channels and product tribes.

  • You have iron-strong agile delivery skills with a hand on approach.

  • You are able to take it on and make it happen: realization skills (manage dependencies, realize ambitious deadlines) are important.

  • Experience with Cognos, Visio, Kibana/Log4all, Feedback tool is preferred.

  • Master’s or bachelor’s degree with relevant experience.

  • You are fluent in English, and Dutch is a plus because of our stakeholder field.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm 

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience 

• 24-27 vacation days depending on contract 

• Pension scheme 

• 13th month salary 

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 

• 8% Holiday payment 

• Personal growth and challenging work with endless possibilities 

• An informal working environment with innovative colleagues 

• Work Agile, so new ideas come to life faster 

Interested?

Please upload your CV and motivation letter by clicking the “Apply” button. 

About us

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today. 

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We are redefining banking. What about you?

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The Real Estate sector of ING Business Banking is the market leader in the Dutch real estate market. We are specialists in the financing of commercial real  estate. Our goal is to be the #1 choice of our real estate clients.  

Do you want to work for a bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking one step ahead part of your DNA?  Do you want to make a difference for our customers thanks to our agile way of working? 

 

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