GCDM - Customer Journey Expert Customer Data

Your work environment – GCDM Tribe

Our Global Customer Data Management (GCDM) Tribe contributes to the ING strategy by delivering customer data services which can be globally integrated into the mobile, web and assisted channels of our consuming entities: ING Retail, Business Banking and Wholesale Banking. The Tribe is globally organised, with over 160 people working in Amsterdam, Manilla, Bratislava, Bucharest and many more ING countries.

The Tribe consist of three different domains, strongly engrained with architects and engineers and supported by a CoE customer data management.

• Individual, organisation and user access (party) data management
• Mandates and permissions data management
• Supporting Digital products & Platform digital products

In the Party Data Management Doman we are searching for a Customer Journey Expert to join one of our feature squads responsible for delivering a suite of global data services to manage, validate and govern data related to individuals and organisations. These services include a front- and backend components, and are delivered on our platform OnePAM.

The role

As customer journey expert, it will be your responsibility to deliver global customer data services that enable business processes to manage, validate and govern data attributes that describes individuals and/or organisations, their identity, legality and contractual agreements.

Activities include:

• Develop requirements and cooperate with engineers (a.o. process- & data mappings, feature files, sequence diagrams, swaggers) throughout the product development in the form of Epics, Features and Stories;
• Facilitate refinement sessions to clarify and size requirements; in your own squad, but also in ING entities around the globe;
• Co-create the product vision and roadmap with the planning of product features (logical slices that represent business value), including coordination with other interdependent teams and communication with stakeholders to set the expectation for delivery of new features;
• Organise and facilitate design sprints and refinement sessions to clarify and size functionality.
• Manage stakeholders across countries to ensure re-usability of the services
• Co-write software development specifications and test cases where applicable
• Apply techniques such as: customer journey mapping, business process management, analyses to identify customer delights, requests, and challenges
• 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 are we looking for

A data, delivery and customer obsessed colleague who embraces change in a fast-paced, dynamic and international environment, contributing to our ambition to ensure that all Retail, Business Banking and Wholesale Banking customers have ONE customer experience within ING, irrespective of the products, channels or segments they are using.

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. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are resilient and have the ability to navigate ambiguity. You are a naturally collaborative person who listens and invests in others to achieve common goals. You like to connect people and clear communication is a matter-of-course. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey expert in our team, you bring customer data knowledge and process management experience to ING.

You have:

• Master’s or bachelor’s degree, preferably within the area of Business administration, Business IT & Management or Information Management
• Mminimum of 7 years’ experience in customer data, customer onboarding and organization structures
• Relevant experience in product management, software (API) development, business analysis & change management, consultancy
• Experience and ability to work within an application development team
• The capability to master complex materials and translate them into understandable content
• curiosity and drive to understand the ING IT landscape and solutions offered
• Strong customer focus and are eager to continuously engage with customers and colleagues to actively incorporate their feedback.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 28 vacation days depending on contract

• Pension scheme

• 13th month salary

• 8% Holiday payment

• Hybrid working with min. 3 office days per week

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative and international colleagues

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Interested

Apply directly online, clicking on the application button below and upload your motivation letter and CV, or feel free to contact Huub Vulink ([email protected]) in case you have any questions about the role.