Experteer Overview
As a Customer Journey Expert within ING’s Digital Tribe, you design and govern end-to-end customer experiences across the lifecycle with a focus on digital channels and data-driven decisions. You own journey outcomes, ensuring coherence and value while collaborating with cross‑functional teams. You’ll translate insights into improvements and work toward measurable customer and business impact. This is a role that shapes how customers interact with ING’s digital services.
Retribuzione / Benefits
* Own and evolve end-to-end customer journeys across the Customer's Life, ensuring consistency and customer value
* Define and monitor digital and journey KPIs; use data to identify pain points and opportunities
* Utilize OrangeSharing and FigJam for documentation, governance, and collaborative design of journeys
* Translate journey needs into clear functional and non-functional requirements; bridge business, UX, and IT
* Collaborate in an agile, cross-functional environment with Product, UX, Tech, Risk, Operations and others
* Promote a customer‑centric culture and ensure journey thinking across teams
Responsabilità
* 3-5 years of experience as Customer Journey Expert, Business Analyst or similar in complex, regulated environments
* Experience with digital channels and customer experience initiatives
* Proven ability to work in cross‑functional and agile delivery setups
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