Are you passionate about investments and want to help contribute to our growth ambition? This is the chance for you! We are looking for a Customer Journey Expert to join the Onboarding squad of our shared platform. Our shared platform reaches from our Back-end system Europort to our mobile banking app and everything in between. You specifically will be responsible for all journeys that enable the client or advisor to open an investment account.
The work environment
At Investments, we make investing accessible and help our customers grow their money. We support them to become the best investors they can be with a compelling value proposition and an excellent digital experience. For moments that matter, we offer touchpoints with trusted advisors. Our shared platform is currently servicing both Dutch and Belgium clients and we are preparing to onboard the next country on our platform: Italy.
Investments serves ING's retail, private banking, and business banking customers. We operate in a complex and highly regulated environment with strong competition, rapid technological developments, and high commercial ambitions. Not one day is the same. This makes it a very interesting environment to work in.
Your role and responsibilities
You work together in an international team with other Customer Journey Experts, front end and back end developers both onsite and offshore. Together with your team you are end to end responsible to make sure that opening an investment account is a smooth and simple experience for clients. This sounds simple, but this is a highly complex process where you have to balance business requirements, creating smooth IT processes and incorporating regulatory requirements at the same time. You work closely together with stakeholders like sales, risk parties, and developers to achieve this. Examples of activities you do in your squad:
We are creating a new advisor flow for intakes and revisions for our dpm and advice products. You are going to create stories for your developers, test the work, guide the release process and communicate changes to sales.
Engage with stakeholders and analyze data to determine improvements in our online only onboarding journeys both in the Netherlands and in Belgium in order to create the best experience for our clients.
Monitor if our journeys keep working as they should and be the first to know when they don't in order to fix it as soon as possible.
Your profile, you:
are fluent in English and Dutch. Our squad receives daily questions from sales colleagues in Dutch, so being able to speak and write Dutch is a must;
have a strong affinity with Business to IT: you have experience writing test plans and execute them, writing stories, refinement, testing and putting releases to production is one of the key elements of your job;
you can handle pressure and keep on smiling when incidents happen, you are curious to investigate how they can be solved and will not sleep before the solution has been found;
have a passion for investments: you know our products and you are willing to put time and energy in increasing your craftmanship in the field of investments;
like to work in a complex environment where a strong growth ambition, complex rules and regulations and IT challenges come together;
have a digital first mindset and have an idea on how we can develop our products in such a way that processes are simple and STP;
doing one thing at a time does not make you happy. Context switching is your thing.
Don't worry if you do not meet all the criteria. If you feel that you might be a good fit for this position, we would love to hear from you. Always provide a cover letter telling us your story.
Rewards & benefits
We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here .
The benefits of working with us at ING include:
A salary tailored to your qualities and experience
36 or 40 hour workweek
Individual leave: 24+2 individual holiday days based on 36 hr workweek
Diversity leave: 3 days per year (1.5 paid, 1.5 unpaid)
CSR days: up to 2 days per year to actively engage in society by volunteering
13th month salary
8% Holiday payment
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
Mobility card
Attractive pension scheme
Hybrid working to blend home working for focus and office working for collaboration and co-creation
Want to apply directly?
Upload your CV and motivation letter by clicking the "Apply" button. Your motivational letter is crucial for us to understand what your drive and ambitions are in this role, with ING and your ambitions. Therefore we cannot consider any applications without a suitable cover letter.
About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!
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