Customer Journey Expert

Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us

Mission

As part of the team, you will help to create the ING Business experience of tomorrow. ING Business is the channel dedicated for all the entrepreneurs, available, secure and relevant in our clients’ lives.

You will work in a multifunctional team (squad) and contribute to all team ceremonies (planning, goal refinement, daily status, retrospective, demonstration of functionalities developed in cycles called sprints).

Your Day to Day
- Maintain and develop the features for the Digital platform under the squad’s purpose and observe key objectives impacted by these features.
- Develop new products and services or processes associated with the products, in all stages of their life cycle, having as focus the customer experience.
- Together with the Marketing & Customer Experience team, you use ING standards to explore customer issues / needs and validate solutions before deciding if and how to implement product development initiatives.
- Contribute to the realization of the business cases / analyzes necessary for obtaining the approvals of the product development initiatives. Submit new proposals and get management approval for implementation.
- Identify and evaluate the risks associated with product development proposals, propose and implement actions to reduce the identified risks.
- Actively identify dependencies with other teams in ING, collaborate and communicate permanently with all areas affected by the product development initiative.
- Define requirements for IT developments or non-IT actions respecting the standards regarding the availability and clarity of the necessary information (definition of ready) and the objectives to be implemented (definition of done).
- Learn about new technologies and adopt innovations to develop the Digital platform under the squad’s purpose.
- Collaborate with the responsible communication teams in ING to establish communications with the customer in all stages of customer interaction, as well as to launch the product and educate the customer to use the product.
- Collaborate with other departments to define, monitor and evaluate the criteria for measuring customer satisfaction throughout its interaction with the product.
- Use customer feedback to propose and implement actions to improve the customer experience.
- You are responsible for the processes associated with the products; responsible for SLAs aimed at the proper functioning of products and processes.
- Ensures that products, processes and related documentation comply with internal / external regulations, risk policies and legal requirements.

What you bring to the team
- At least 3 years’ experience in Digital Channels Management or Product/Project Management
- Experience in requesting and testing IT Developments
- You are proactive and able to work autonomously and at the same time you are a team player, having strong communication and interpersonal skills.
- You act always with a high sense of responsibility.
- You have solid planning and organizing skills and you are able to manage multiple stakeholders.
- You are flexible, adapt quickly to changes and you are constructive.
- You understand your users and ensure they have a positive user experience.

What we offer
- Impactful work in a fun and collaborative environment.
- Open-concept offices designed for both teamwork and relaxation.
- Corporate events and social gatherings
- Hybrid way of working with flexible working schedule and short week options.
- Monthly budget on Benefit platform.
- Extra annual leave days depending on the total length of working experience.
- Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING
- Learning Ce