As a Customer Journey Expert, you will contribute to Bank Mendes Gans (BMG) becoming the bank which provides top-notch services and products for our customers in Netting and Cash Pool. Together with the Product Owner Channels, you lead and manage the end-to-end customer journeys from design to development and implementations. The core in these journeys is about what value we want to deliver to our customers.
BMG is a niche bank for liquidity and cash management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. BMG serves its multinational client base with an integrated range of liquidity and information management services supported by a high level of professionalism and personal service. BMG is a full subsidiary of ING and is part of ING Wholesale Banking.
As a customer journey expert in the Channels product area, you will contribute to BMG becoming the bank which provides top-notch services for our clients via a broad range of digital channels. In close alignment with our stakeholders, you will work on continuous discovery resulting in improvement of our digital channels. Our mission is to provide digital access to our products when and how it suits the customer. This can be via web, mobile, host-2-host and email. Your focus at first will be on authentication and approval flows.
This broad scope requires you to be able to switch fast and to connect analytical skills to practice. You really want to mean something for BMG customers and internal stakeholders. You get energized by completing customer journeys and delivering impactful results to the customer. Additionally, you have tangible experience with process improvements, and you can stand for the quality and development of your product.
In daily close collaboration with your Product Owner, squad, UX, communication, and business representatives, you are continuously working on researching, designing, guiding development and roll-out of product improvements driven by fact-based (customer) insights, before and after introduction. The goal is to create the desired value and outcomes for our clients. You also ensure that propositions are successfully implemented and secured in the operational processes of BMG.
How to succeed?
You are an enthusiastic professional who gets energy from working on concrete and tangible results. You like achieving that by working with multidisciplinary team(s) and jointly taking responsibility in realizing the purpose of your squad. At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to achieve the result. Customer centricity is your primary driver.
Furthermore, you have:
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:
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Questions?
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ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
