Finance and Economics IT Management & Business Others Marketing and PR Media
3 - 5 Years
January 10, 2018
Digital Customer Experience Expert – ING Wholesale Banking
ING Wholesale Banking (WB) is looking for a Digital Customer Experience Expert
in the new Digital Marketing & Client Experience team
For the Digital Marketing & Client Experience team, we are looking for a Digital Customer Experience Expert. This new team will focus on developing and implementing a cross channel digital strategy for Wholesale Banking for all the steps in the customer journey (from familiarity to retention). The team will consist of a Head of Digital Marketing & Client Experience, 4 Customer Experience Experts, with different levels of experience, one digital marketer and one Senior Content Strategist. The Digital Customer Experience Expert improves the digital presence of ING WB products and services in the open and closed domain and harmonizes the digital channels with other touch points to achieve an optimal customer experience.
As Digital Customer Experience Expert, you:
Help to define the digital strategy for ING WB.
Drive User Centered Design (UCD)/ Design Thinking in all that we do to reach an optimal digital client experience , including involvement of end users/ clients in the whole process by setting up questionnaires, user/ usability testing and have a close line with the Client Intelligence team.
Know and monitor client needs, goals, behaviour and expectations and track and analyse this throughout our channels in order to act accordingly.
Introduce new methods or platforms in the organisation to help better understand our clients and involve them in all stages of the process.
Develop tools to support UCD/ Design Thinking and throughout the company such as customer journey models, digital way of working, etc.
Create customer journeys, user scenarios and persona’s to guide the proposition, design and development process.
Define, steer and execute a clear way of working to translate propositions into concepts, prototypes and designs.
Lift the user satisfaction and conversion on all the digital touch points.
Develop Client Value Propositions (CVPs) together with Strategic Marketing and translate those into concepts and storyboards.
Translate CVPs into digital concepts, prototypes and designs and test those with clients during the design cycle.
Act as the go to person for UCD/ Design thinking, customer journey development and UX, and are active in sharing this knowledge within the team and across the organisation.
Follow digital trends, new technologies and innovations that can help support client needs.
The ING organisation
ING is a global financial institution with a strong European base, offering banking services from Retail to Wholesale. Wholesale Banking (WB) is servicing corporate clients (annual revenues
>250mio EUR) across 40 different markets. Our strengths include our well-known, strong brand with positive recognition from clients in many countries, strong financial position, omni-channel distribution strategy and international network. Moreover, ING is currently among leaders in the Dow Jones Sustainability Index ‘Banks industry’ group. Global Marketing The Global Marketing department adds value by identifying opportunities based on market and client insights, building the brand and its offering consistently in all its dimensions through all channels. The Marketing organisation is arranged in a matrix structure with chapters and squads, embracing an agile way of working. Chapters are arranged based on four expertise areas; Marketing & Client Intelligence, Marketing Strategy & Marketing Communications, Digital Marketing & Client Experience and Relationship Marketing. The squads are multidisciplinary teams responsible for specific projects.
The Digital Customer Experience Expert works in a squad within ING’s Agile organisation. You work together with other experts to achieve the squad’s mission. You have expertise in the areas of digital, digital marketing, content marketing, social media, UX & design and product management.
It is possible to fulfil the role of Product Owner within a squad, who determines what is achieved within a squad and what are the priorities used. Each squad has a single product owner. A product owner works according to their own expertise (job role) for around 90% of the time and performs the product owner role during the remaining time.
The Digital Customer Experience Expert reports into the Head of Digital Marketing & Client Experience.
Are a talent for taking it on and making it happen.
Are someone who keeps its promises and takes ownership of tasks, projects and team.
Can listen, ask questions, and speak up.
Strive to bring ideas to life and embrace challenges.
Are flexible and consistently go the extra mile.
Have an enthusiasm for helping others to be successful.
Can put your personal agenda aside to achieve the goals that matter to ING.
Naturally collaborate with people and listen and invest in others.
Have a knack for always being a step ahead.
Can challenge the status quo and pose creative solutions to problems.
Can adapt quickly, learn by doing and have the courage to admit to and learn from your mistakes.
Furthermore, you adhere to the ING values and it is evident for you that your behaviour is fully aligned with these values. You are also prepared to take the Banker’s Oath. For more information, please visit http://www.ing.jobs/Netherlands/Why-ING/This-is-ING-too/ING-Values.htm
Master degree (scientific or commercial) such as Design for Interaction, Strategic Product Design, User System Interaction, Human Computer Interaction, Service Design
Track record in User Centered Design/ Design Thinking/ Strategic Design/ Human Computer Interaction / Creative Consultancy through degree and experience
5-10 years’ experience of working in complex, ecommerce/ digital environments
Experience in banking industry, specifically B2B, is a plus
Digital and UX native and has experience in product- and project management, and working in an agile environment
Affinity with technology/ IT
Combines a strong feeling for digital channels with a good understanding of marketing communications
Experience in collecting client feedback / facilitating interactive sessions internally and with clients
Can process all kinds of different information (customer feedback, benchmarking, online statistics, KPIs, market evolutions, new trends, etc.) into concrete initiatives
Able to work in / and functionally steer multidisciplinary teams with people from different backgrounds
Is very good at setting priorities, establishing relationships and is independent, pro-active, flexible
Creative, innovative and strategic thinker with an eye for detail
Good communicator / presenter
‘Can do’ mentality and self starter
Is a team player and a good listener and advisor to senior management
Native (or near to) English.
What we offer
36/40 hours work week
Competitive salary (Job scale: 10)
Great secondary benefits
Good work & life balance
Opportunities to explore new roles
Personal growth & challenging work
Open and dynamic environment
Progressive and forward looking mentality
Interested? Jump on!
Apply directly online, click on Apply for this job. For further inquiries, please contact Iris Cremers at firstname.lastname@example.org Please send your CV and motivation. We are looking forward to your application! For more information on vacancies please check www.ing.jobs/Nederland