Customer Journey Expert - Milano - ING Group

Descrizione

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
• 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.
• 3+ 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
• 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

Working conditions

Full Time

Duration

Permanent

Location

Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people's potential. We don't judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. 'do your thing' is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday
• And of course we can't forget: free water & coffee at the office

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the sender's email carefully: legitimate communication will always come from: and/or
• No payments or banking details will ever be requested. If someone asks for this information, it's a scam.