Digital Customer Experience Specialist

il y a 4 semaines

SaintMichelsurOrge, Île-de-France ING Temps plein
About the Role

We are seeking a highly skilled Digital Customer Journey Expert to join our team at ING. As a key member of our squad, you will play a crucial role in shaping and driving the delivery and improvement of our online onboarding journey.

Key Responsibilities
  • Gain a profound understanding of the market and our customers to define the best user experience.
  • Ensure excellent customer and employee experience by understanding and simplifying processes before digitalizing them.
  • Explore customer needs using standard ING methodology and tools.
  • Design new digital channels' features and customer/employee journeys within risk, legislation, and regulatory frameworks.
  • Work closely with colleagues to make clear documentation and support IT development.
  • Follow up proactively on the delivery of digital journeys, including dependencies management.
  • Make User Acceptance Testing plans and execute them End to End, including clear reporting.
  • Actively participate in improving collaboration between stakeholders and colleagues.
Requirements
  • Driven and customer-focused with a passion for Customer Experience.
  • Open-minded for innovations and new trends in the market.
  • Strong analytical skills to interpret data and uncover customer insights.
  • Ability to describe functional processes and business requirements.
  • Experience driving projects involving IT delivery.
  • Experience working with Tech and an appetite for tech.
  • Understanding of the E2E Private Individual Customer onboarding process.
  • Understanding and application of business principles and compliance with external regulation and internal minimum requirements.
  • Keen to learn fast.
  • Excellent stakeholder management skills.
  • Master degree with a minimum of 5 years relevant experience.
  • Entrepreneurial attitude.
  • Clear communication skills.
  • Able to work in an autonomous way and take initiative.
  • Problem-solving mindset.
  • Fluent in English.
About the Team

You will be joining the Sphinx squad, composed of Customer Journey Experts and IT developers. We are a dynamic, creative, and data-driven team that continuously improves our journey's.

This role offers the opportunity to contribute to a key and strategic objective of the bank, grow in the world of digitalization, develop your network and stakeholder management skills, and work with innovative colleagues to find creative solutions.

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