Digital Customer Journey Expert- Customer onboarding – Daily Banking & Mobile First

(GJA 16)

Digital Customer Journey Expert to boost user experience of our new clients when onboarding at ING.

Within our team, we are responsible to deliver the best customer experience ever to new private individual clients when they onboard at ING.

Your role will consist in designing and describing improvements in the way we onboard digitally our clients and you will drive the change from the ideation to the implementation of the process.

A day in the life of a Digital Customer Journey Expert

As a Digital Customer Journey Expert you will:

• Gain a profound understanding of the market and our Customers – you have a deep knowledge of customer needs, market trends, fintech players, competition and digital experience etc. to be able to define the best user experience for our customers

• Ensure excellent customer and employee experience by understanding the as-is processes, continuously evaluating and simplify/improve them before digitalizing them.

• Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …).

• Based on the needs identified, design new digital channels’ features and customer/employee journeys, within the risk, legislation and regulatory frameworks.

• Work closely together with colleagues with different expertise (product experts, UX, data analyst, communication, developers, ops engineers,….) and make clear documentation (Functional analysis, tagging measurement plan, copywriting, …) to support the IT development.

• Follow up pro-actively the delivery of the digital journey including dependencies management.

• Make User Acceptance Testing plans and execute them End to End, including clear reporting

• Actively participate and take initiatives to improve the collaboration between different stakeholders and colleagues in other teams with the aim to create even more added value to our customers

How to succeed / We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a driving spirit 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 a collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

• You are driven and customer focused; you have a passion for Customer Experience

• You have an open mindset for innovations and new trends in the market

• You have strong analytical skills to interpret data and uncover customer insights.

• You can describe functional processes and business requirements, translate them into User Flows or low-fidelity prototypes to give clear requirements to developers.

• You have experience driving projects involving IT delivery.

• You have experience with working with Tech and an appetite for tech: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds

• You understand the different steps of a E2E Private Individual Customer onboarding process (ID&V, Authentication, Mobile app enrollment, KYC, …)

• You understand and apply business principles and ensure compliancy with external regulation and internal minimum requirements (KYC)

• You are keen to learn fast

• Excellent stakeholder management is essential: you love collaborating with different people and working within an international context.

• Master degree with a minimum of 5 years relevant experience

• Entrepreneurial attitude

• Clear communication skills: written and oral

• Able to work in an autonomous way and to take initiative

• Making things happen thanks to your ‘can do’ attitude

• Problem solving mindset

• Fluent in English

As a Digital Onboarding Customer Journey Expert, you will have the opportunity to:

• Contribute to a key and strategic objective of the bank: offering a seamless & STP experience to new clients when onboarding at ING

• Grow in the world of digitalization: from working with IT to developing new products and services. From digital customer to employee experience and from safety to compliance

• Develop your network and stakeholder management skills

• Contribute to the mobile led and together for progress strategy of the bank

• Work with innovative colleagues and find creative solutions

• Work in an environment that continuously evolves and appreciates new ideas

The team: The Sphinx (PI Onboarding Squad)

You will be joining sphinx squad that is composed out of Customer journey experts and IT developers.

Sphinx squad is the E2E owner of Private Individuals onboarding processes (including minors & expats). This squad is shaping and driving the delivery and improvement of the online dream onboarding journey which is fully STP (with Itsme).

This team is dynamic, creative and data driven to continuously improve our journey’s.