Customer Journey Expert @ING Hubs Ro

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 1700 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – then steadily expanded our range to include more services and competencies.

Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.

Our tech capabilities remain the core of our business, with more than 1500 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work.

We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?

The Mission

WB COO C&DS is responsible for all operational activities along the client life cycle and the Digital Services to our clients. This reaches from Client Onboarding, through in life Client Services and back office processing, to an potential Client Offboarding.

We have strong ambitions to accelerate in:

• Standardization and digitalization of our key processes so that clients can self-serve where possible and manual process steps are intelligently automated.
• Executing our Client Services Target Operating Model to serve our clients with high quality and in a scalable manner.

In order to execute our centralization ambitions in this Target Operating Model, we need to bring focus and dedication so that we can leverage on the gained expertise and maintain the quality of service. The centralization roadmap will be owned and executed from the virtual Scalable Client Services team.

We are looking for a Customer Journey Expert to expand the execution power in this team.

Your day to day

• You work closely together with the Scalable Client Services lead and other team members
• You will drive the centralization roadmap as one of the key enables from the Client Services strategy to full and timely execution with all relevant activities and assessments in it and while taking all relevant stakeholders along in a timely manner and with the correct sensitivity.
• Setting up a 2nd hub location and further grow the sourced activities.
• Assess all local activities and assuring good (qualitative and scalable) coverage moving forward for all activities.
• Assisting local teams with central support on needed preparations.
• Anticipating on needed actions.
• Ensuring steering and reporting on the centralization progress.

What you’ll bring to the team

• Experienced Customer Journey Expert in collaborations across borders.
• Understands the processes and way of working within WB and service management.
• Team player with cultural awareness and aware of organizational sensitivities.
• Flexible but goal oriented and focused on timely delivery.
• Strong analytical, influencing and learning skills.
• Eye for detail and work in a structured way.
• Strong stakeholder management across WB business lines and ING locations, you get people on board, ensure necessary buy in, give push back where needed and escalate in a timely manner.
• You talk open and honestly, are a trustworthy sparring partner.
• You give and act on constructive feedback.
• You have an academic or master’s degree.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).