Customer Journey Expert - Mandate management

Customer Journey Expert - Mandate management

 (GJA Role Customer Journey Expert - Universal I)

The Mission

Our tribe Global Customer Data (GCD) contributes to the ING strategy by delivering customer data services which can be directly integrated into the mobile, web and assisted channels of our consuming entities: ING Retail banks, Business banks and Wholesale bank.   

We are looking for a Customer Journey Expert to join our feature squad responsible for delivering Mandate management data services.

• Mandate management: is all about the rights an individual or organisation can give to another individual or organisation to perform banking activities on their behalf. It is functionality at the heart of our banking proposition and plays an important role to enable ING to become a NextGen digital bank. In addition, it is an area where we foresee many opportunities to grow and further expand the functionality for our customers.
• Data services: services which enable our customers to view and change their data, for example the right to execute a payment on their behalf. These services include a front-end component and a back-end component (APIs), and are delivered on our platform OnePAM.
• Feature squad: squad which delivers the data services and is supported by the platform squads. The squad consists of a product manager, customer journey experts and engineers who collectively are responsible to deliver the data services as designed by the customer journey expert.

Your challenge

Your responsibility is to translate customer demand into customer data services.

Challenge 1: ability to determine which functionality and journey/process would excite our customers, and break it down in use cases and journey/process flows.

Challenge 2: translate this input into a data service design (handshake/hug between functional and technical design) ready for development by the engineers. Together with the PM of the team, you also ensure the services are delivered and productised for consumption.

Activities include:

• Apply techniques such as: customer journey mapping, business process management, analyses to identify customer requests, and challenges
• Create/document use cases, persona’s, business scenarios, requirements, feature files etc.
• Co-create the feature roadmap, coordinate with other squads, and partner with consumers to support service integration
• Manage stakeholders across countries to ensure re-usability of the services
• Organise and facilitate design sprints and refinement sessions to clarify and size functionality
• Co-write software development specifications and test cases where applicable
• Participate in daily scrums with the team to help ensure that work gets delivered according to plan
• Provide high quality service & support to (internal) consumers of your services

What we would like you to bring to the team

We are looking for someone with drive and structure to learn to deliver from concept to execution.

Knowledge and experience:

• Master’s or bachelor’s degree
• Interest in product management, software (API) development, business analysis & change management
• An analytical mindset and ability to quickly pick up new concepts is required to succeed
• Experience and ability to structure and lead design and alignment sessions
• Curiosity and drive to understand the IT landscape and solutions offered
• Interest to work within an application development team
• Pro-active approach and strong analytical mind to quickly grasp the essence of what is required
• Ability to be structured and to the point in communication (verbally and written)
• Fluent in English

• Willingness to travel

What we offer

• 36 or 40-hour work week
• Job scale 14 (GJA Customer Journey Expert - Universal I)
• A competitive salary
• Hybrid working location, with our office located in Amsterdam (Global HQ)
• Personal growth opportunities
• Challenging international environment where you can make a difference
• An informal working environment with driven colleagues
• Work Agile to bring new ideas to life faster