ING Italy has tremendous commercial growth ambitions across all products in the coming years. As part of this transformation, ING needs to ensure that the Operational domains are Scalable and ready to manage this growth effectively with the optimal customer and employee experience. The person, working as Customer Journey Expert within the Agile organization, plays a leading role in making the COO Domain scalable.
The Customer Journey Expert has end-to-end responsibility for the analysis, design development and continuous improvement of our end-to-end processes. A key focus is on digitization, customer experience and efficiency.
As part of the COO Delivery organization, your responsibility is to analyze key processes within the COO Domain and support the design and deliver of the optimal digital solution for this process, sometimes within the COO Delivery area, but many times in other Tribes across ING with which you will work closely. We are looking for an entrepreneurial can-do mindset, creative in finding solutions based on a data-driven approach.
The position requires excellent analytical skills and problem-solving approach, passion for detail and optimization, ability to work and maintain composure under tight deadlines, as well as strong stakeholder management.
This position also demands ability to work collaboratively in multi-functional teams and cross-domains.
Key Responsibilities:
Build the bridge between the operations and contact center areas within COO and all the delivery areas of the bank
Define, measure and analyze complex customer E2E journeys, translating data to requirements
Design optimized customer processes, maximizing operational excellence, preferably through fully digital solutions
Develop business cases and benefit calculation, building the story for the organization
Support Tech delivery in the building of the Scalable solutions
Investigate and coordinate complex solution designs across different Tribes, always striving for the best solution for the bank and our customers
Proactively search for new areas of improvement across the different Operational areas to further improve efficiency and scalability
Manage key stakeholders across the different departments of the bank to maximize delivery speed and quality
Competencies :
Master's degree, postgraduate or equivalent background in Economics, Management Engineering and similar is desirable.
5+ years of experience in banking or financial services, with focus on Business Analyst roles, (black belt or Operational management are considered a plus).
Entrepreneurial mindset with a passion for delivering maximum results
Solid experience of working autonomously in a dynamic and collaborative environment, identifying new potential opportunities and improvements
Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentations, papers, user stories and interact directly with stakeholders
Strong problem solver and ability to make effective decisions
Strong analytical capabilities and experience of dissecting performance and working data, translating results to optimal solutions
Excellent level of English
Extremely customer focused
Ability to work on an international level
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