Customer Journey Expert - Customer Experience @ ING Bank

Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

The Retail Customer Experience (CX) team is part of the CX, Innovation & Design COE for Retail customers. Our mission is to create innovative products & services and to deliver our promise to the customers: an experience that is easy, personal, instant & relevant.

The CX Team is responsible for:

The feedback management, analysis & reporting

The CX KPIs, action planning that supports the strategic perspective

The CX way of working & internal culture.

Your day-to-day

Customer feedback management process:

• You track customer experience across online and offline channels by using CX tools, CX methodologies and research methods/tools to collect feedback from customers and deliver insights.
• You oversee the CX feedback collection from various sources.
• You analyze the feedback, deep dive into CX topics & formulate conclusions by connecting the dots.
• You provide meaningful reports and communicate actionable sound insights based on the analysis performed.
• You collaborate with the product & channels teams to support them use the insights in their day-to-day activity and improve customer experience. Integrate cross-feedback and initiatives within customer journeys, product redesign or process improvement projects.
• You test new products, services & features to make sure the implementation was done according to the CX principles and clients’ needs. You follow up and propose improvement points.
• You develop CX and surveys related documentation & procedures to minimize / address risks related to various topics like data flows & IT security.

KPI reporting & CX Strategy (responsible for the Retail CX KPIs):

• You propose CX KPIs (NPS, CSAT, CES) according to the ING retail strategy and facilitate data-driven decision making for the main stakeholders.
• You report the CX KPIs periodically to the stakeholders including trends & insights (retail management team, ING global teams, retail network, contact center, etc.).
• You identify main pain points & opportunities to create action plans that would optimize CX KPIs.
• You contribute with CX strategic insights to help building a strong CX roadmap that would increase customer loyalty.

Embed the CX way of working into the organization:

• Together with the UX & Innovation teams you are part of the design process as a CX stakeholder. You bring in the CX perspective, data & insights and support all the customer journey mapping initiatives in the Retail area.
• You organize CX culture events and CX workshops. You drive a strong CX-oriented culture to improve employee NPS & employee experience.
• You advocate & look for new ways to communicate the Voice of the Customer within the organization.
• You promote & embed a CX-oriented way of working around customers’ feedback.
• You work with the product & assisted channels teams to ensure a CX–oriented strategy for our customers and a clear support for content & communication.
• You are actively involved in ING’s Retail CX communities: the CX Viva Engage community, the CX ambassadors from Offices & the Contact Center Voice of the Customer community.
• As a member of the CX global community you work with colleagues from the other ING countries to share best practices & implement global CX projects.

What you bring to the team

• Minimum 2 years of proven experience in customer experience (with focus on CX insights & research; service design). We are looking for a professional with proven experience in customer journey mapping methodology, quantitative research & CX insights delivery to various stakeholders.
• Proven experience in event planning & project management.
• Fluent in English (speaking and writing).
• Strong Microsoft office & presentation skills.
• Strong analytical & data driven way of thinking. Fast understanding of processes, data and customer needs / perspective.
• The ability to motivate, support, understand and work on cross department projects with multiple teams.
• Solution-driven mentality (you are fast in finding solutions and workarounds that bring value to our customers and help achieving our business objectives).
• Creative thinking & customer obsession attitude to translate customer pains/needs into actions (be that improvements or new products / services).
• The ability to drive and inspire a customer-focused internal culture.
• Confidence and proactivity; strong presentation and interpersonal communication skills (both peer to peer and executive level).

What we offer

• Impactful work in a fun and collaborative environment.
• Open-concept offices designed for both teamwork and relaxation.
• Corporate events and social gatherings.
• Hybrid way of working with flexible working schedule and short week options.
• Monthly budget on Benefit platform.
• Extra annual leave days depending on the total length of working experience.
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.