Customer Journey Expert
ING
Spain
hace 14 horas

Rubik's Cube, a 3-D combination puzzle, was invented in 1974 by Hungarian sculptor and professor of architecture Ernő Rubik.

Erno realized that if each of the blocks revolved around a rounded center, they could move freely, without breaking or losing the cube shape.

We are working on a transformation programme that will unite ING Retail businesses in four Challenger countries Spain, Italy, France, and the Czech Republic onto one advanced digital platform serving more than six million customers : this is what we call the Rubik platform.

We rely on new technologies extracting the greatest functionality from each of them, with Agile Methodology, in an international environment where the official language is English, and where there is only room for colleagues who are as good at working with people as with machines.

There are 43,252,003,274,489,856,000 possible positions in the Rubik's cube, but only by choosing the right ones in each moment leads you to the desired solution of the puzzle.

We look for people who are passionate about algorithms and technological challenges to help us push the squares of our cube and discover optimal movements that we could never even have imagined.

We know that you could take off all the stickers and put them back, making it look like it's finished... but we don’t do things like this.

We want people concerned about clean code, scalability, code testing... and lazy, very lazy, who want to automate everything to never have to do it again ;)

If you like what you’ve read so far, go warm up your hands as we tell you more!

Your role and work environment

You have an end-to-end responsibility for the development, management and phasing out of products and services with a view to achieving an optimum customer experience.

You are passionate about improving the client experience and own a broad specialism regarding the product, channel or market with end-to-end responsibility for the squad's activities.

You work in a squad within a Tribe together with other experts to achieve the squad's mission.

You possess expertise in the areas of product management, channels, process optimization and functional requirements.

Might fulfill the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used.

Each squad has a single product owner. A product owner works according to their own expertise for around 50% of the time and performs the product owner role during the remaining time.

You are also a member of a Chapter where you work on your craftsmanship. In the chapter we will build and extend craftsmanship on Customer Journey, Product development and collaboration with third party solutions providers.

Your key responsibilities

As a Customer Journey Expert you :

You contribute to the ING OAWoW and safeguard the Orange Code.

You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the journeys we are offering.

You support the Tribe Lead in the responsibility to manage the overall backlog based on a customer value principle, this is a key principle in your daily work and priority setting.

You share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.

  • Offer solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
  • You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the design and implementation and business operations and services.

    Have understanding of client needs, digitization and API’s, bridging IT and business.

    Have analytical skills and takes decisions based on data and facts.

    Are a pro-active thinker.

    Work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

    Are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.

    We are looking for

    A leader of our Orange Code culture displaying the following behaviours :

    Able to assume personal responsibility and address customer needs. Focus is not on individual customers, but on the customer as a target group.

    You know what is going on with the customer, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this.

    Problem analysis and judgement : Recognize key information, problem identification, research, various methods of analysis, establishment of connections and anticipation are key to your job.

    Strong analytical skills and a healthy level of curiosity are therefore vital..

    Stay on top of trends and developments within their field and the market. Aside from that, it is of crucial importance to have knowledge of the customer's business and banking processes.

    Integrate acquired knowledge into performance of tasks.

    Desirable thinking in strategic terms. Based on professional expertise, a link is established between current events and business strategy and a long-term vision.

    Initiative needed in, for example, improving products, processes and channel policies ensuring that creative ideas are also implemented.

    Proven track record and technical skills

  • Master or bachelor degree with a minimum of 3 years of experience.
  • Driven and customer focused, loving to collaborate with different people.
  • Good analytical skills.
  • Proven planning & organizational skills.
  • Clear communications skills (written and oral).
  • Passionate about innovation and new market trends.
  • Able to work in an autonomous way and to take initiative.
  • Making things happen thanks to your can do’ attitude.
  • Problem solving mindset.
  • Excellent oral and written English skills.
  • Ability to work on an international level.
  • Your work environment

    The work location is Las Rozas, on the outskirts of Madrid although, it will change to Calle Vía de los Poblados, 1, 28033 (Madrid) during 2020.

    You will work in close connection with an international network of colleagues and leaders.

    You will help us solve our puzzle So, what do we offer you?

    Restaurant card We think it’s better with a full stomach.

    Medical and dental insurance for you, your partner and children We take care of you.

    Life insurance.

    Corporate bus From Moncloa and Pinar de Las Rozas.

    After six months : access to employee conditions in banking products.

    After two years : a pension plan.

    Gympass Program We pay part of the gym fee for you.

    In case you have to move from a different country to Spain, we will help you to facilitate the transition from your home country to Spain with the following one-off benefits (Foreign Local).

    This position is based on a 40 hour working week. Travel to France, Italy, Czech Republic and the Netherlands should be expected.

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