Customer Journey Expert Universal II

Local Delivery NL

The position and work environment

At ING, we have bold ambitions to improve the digital experience for our customers while empowering people to stay a step ahead in life and in business. We strive to create seamless customer experiences while making a positive contribution to society.

We are looking for an experienced and driven Customer Journey Expert (Universal II) to join Local Delivery NL. In this role, you act as the connecting link between business, technology and customers. You combine customer focus, analytical thinking, stakeholder management and delivery capabilities to continuously improve customer journeys and business outcomes.

You will be part of a multidisciplinary environment where Customer Journey Experts, Developers, Data Experts, Designers and other specialists work together to deliver customer value. Together, you will contribute to digitization, process simplification, operational excellence and the realization of ING's strategic ambitions.

Local Delivery NL supports multiple business domains and customer journeys across the Dutch market. As a Customer Journey Expert, you help identify opportunities, define solutions, drive implementation and ensure that customer, business and regulatory needs are balanced appropriately.

The role and responsibilities

As a Customer Journey Expert, you:

• Have a passion for improving customer journeys, products, services and business processes.
• Take ownership of end-to-end customer journey improvements from idea through implementation and evaluation.
• Analyse customer needs, customer behavior, operational processes and business performance data to identify improvement opportunities.
• Translate customer, business and regulatory requirements into actionable solutions and roadmaps.
• Support the design, implementation and optimization of customer experiences across channels and touchpoints.
• Drive initiatives that improve customer satisfaction, operational efficiency and business results.
• Use data and insights to support decision-making and measure the impact of improvements.
• Help prioritize work and contribute to achieving strategic objectives and roadmap commitments.
• Collaborate effectively with business, IT and external stakeholders to realize customer value.
• Actively share knowledge, best practices and lessons learned across teams and departments.

Who are we looking for?

We are looking for talented professionals who embrace ING's Orange Code, take ownership, collaborate effectively and continuously seek opportunities to learn and improve.

You have:

• At least 3 years of relevant experience in customer journeys, product development, process improvement, customer experience, business analysis or a related field.
• Experience translating customer and business needs into practical solutions and improvements.
• A proven ability to work with data and insights to identify opportunities and drive improvements.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• The ability to work effectively in multidisciplinary and Agile environments.
• Experience managing initiatives from concept through delivery.
• The ability to operate successfully in a dynamic and fast-changing environment.

You are:

• Customer-focused and outcome-driven.
• Proactive and results-oriented.
• Curious and eager to learn.
• Able to connect people, ideas and objectives.
• Comfortable challenging the status quo and driving change.
• Collaborative while also capable of working independently.