Vacatures
>
Amsterdam

    Customer Journey Expert - Amsterdam, Nederland - ING

    ING
    ING Amsterdam, Nederland

    1 maand geleden

    Default job background
    Voltijd
    Beschrijving

    The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products.

    The team

    Our Authentication & Consent team has an integral role in ING's critical payment chain. Via our services, customers can gain access to (digital) banking and give consent on financial and non-financial transactions. We are committed to delivering fully digital and highly secure journeys in line with ING's ambition to become the best mobile-led bank on the continent. Would you like to join us on this road towards the bank of the future?

    Work in a team with a focused and complex mission

    We arrived at a point in time where the authentication means and how they are shared with the customer are no longer in line with what we aim to achieve: digital excellence. In other words, providing products and services are so simple, customers do not need help. Hence, radical changes are needed. So that we can service our customers safely but digitally and complaints are significantly reduced. At the same time we aim to accelerate ING's growth ambitions by making sure that not only existing customers with a current account, but also prospects and other type of customers (. heirs) can access online banking quickly and have all they need to do this safely. And last, but not least. We need to comply with three big changes in legislation (PSD3/PSR, eIDas and European Accessibility Act). A lot of challenges ahead, that offer great opportunities and interesting topics to work on.

    Roles and responsibilities

    As a Customer Journey Expert - at Fraud we call this position 'Fraud Management Product Expert' - within the Prevention area of the Fraud department, you will collaborate with colleagues across the bank to enhance our service to customers and internal teams. Your role involves balancing the need for digitalization and an exceptional customer experience with the imperative of security in combating fraud. You will translate the requests of various departments into tangible improvements for our customers, demonstrating a passion for reliable solutions. In a fast-paced environment, you will take the initiative, think critically, and engage with internal and external stakeholders.

  • Together with the rest of the team you ensure our services are safe and available 24/7. You support consumers of our services.
  • . You will define the requirements for our customers and align those with the relevant stakeholders. You help the team with the delivery by translating the requirements into user stories and support in testing the delivered features.
  • Based on customer feedback that you gather, propose and implement improvements in our services.
  • What will you be doing?

    In the Authentication & Consent team within fraud prevention you work with several other product managers, engineers and the product (area) lead to craft and contribute to a clear digitization roadmap that supports ING's growth ambitions. You will be combining the work of multiple high stakes programs with our own desires to improve fraud prevention journeys:

  • Your challenge will be to contribute to the 'aim for growth' roadmap from a fraud prevention perspective
  • As a product manager your responsibilities encompass the entire product lifecycle from product discovery to product delivery. You will get the opportunity to be creative and become a real expert in your field
  • You will be thinking about new solutions. When refining the solution, you will work with UX (user experience experts) and channel experts to optimize the journey across ING
  • You will also assess the risks involved with this new solution and propose mitigating measures to minimize the risks involved
  • during implementation, you will also be responsible for the marketing in our channels such as communication on and the instruction for the colleagues in the assisted channels. Balancing the needs of our customers and many other stakeholders
  • You initiate product and/or process improvements to ensure that the product range remains attractive, relevant and compliant; together with the team of which you are a member
  • You are willing to travel occasionally
  • How to succeed?

    We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious. Keep learning and take on responsibility. In return, we'll back you to develop into an even more awesome version of yourself. Furthermore, you have:

  • 2-5 years relevant work experience in an Agile environment, for example as a Customer Journey Expert, Business Process Manager, Product Manager or Business Analyst
  • You have experience in refining & implementing new features
  • Affinity with IT and understanding of IT landscapes
  • Strong conceptual and analytical skills
  • The ability to separate main issues from side issues
  • Excellent stakeholder management and the ability to engage with a diverse range of (senior) stakeholders
  • You are pro-actively asking for feedback and don't hesitate to give feedback
  • Excellent command of the Dutch and English languages (verbal and written)
  • Relevant education at least at HBO/ bachelor level
  • Rewards and 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 .

    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
  • Interested?

    Apply directly online. Send your CV and motivation . We look forward to your application.

    Important to know

    This is a sensitive position. Meaning that an Enhanced Reliability Screening is part of the hiring procedure.


  • Sanquin

    Customer Journey Expert

    1 week geleden


    Sanquin Amsterdam, Nederland

    Jij & Sanquin · In Nederland doneren honderdduizenden mensen bloed bij Sanquin: de Nederlandse bloedbank en hét instituut voor kennis en innovatie op het gebied van bloed. Die donaties worden getest en verwerkt en vinden uiteindelijk hun weg naar patiënten. · Sanquin is aan het ...

  • Athora

    Customer Journey Expert

    3 weken geleden


    Athora Amsterdam, Nederland Voltijd_fixed_term

    Wil jij een sleutelrol vervullen in het optimaliseren van de klantreis voor een toonaangevend bedrijf in de financiële sector? Heb je ruime ervaring als Customer Journey Expert en ben je klaar om je expertise toe te passen in een dynamische omgeving? Dan is deze vacature bij Atho ...

  • ING

    Customer Journey Expert

    3 weken geleden


    ING Amsterdam, Nederland Voltijd

    Are you an experienced product manager with strong IT-delivery experience and a solid eye for details? · We are looking for someone willing to take ownership and contribute to improving the web, app and employee experience for our processes. It's an exciting and challenging time ...

  • ING

    Customer Journey Expert

    1 week geleden


    ING Amsterdam, Nederland Voltijd

    Customer Journey Expert (Product manager) – Product Area Payments · As a Customer Journey Expert/ Product Manager you will contribute to BMG becoming the bank which provides top notch services and products for our customers in Netting and Cash Pool. Together with the Product Own ...

  • ING

    Customer Journey Expert

    1 week geleden


    ING Amsterdam, Nederland Voltijd

    Lending is critical for our business banking customers to operate and grow. Granting loans is however not sufficient. We also must ensure customers are able and willing to pay back. · Within the cluster Credit Monitoring and Problem Loan Management , this is what drives us. Our ...

  • ING

    Customer Journey Expert

    2 weken geleden


    ING Amsterdam, Nederland Voltijd

    Do you want to join us in our mission to help 1 mil. customers to become financially healthy? · Are you obsessed with customers and full of breakthrough ideas on how we can reach and help customers to prevent financial difficulties? And passionate about making a positive impact ...

  • Knab

    Customer Journey Expert

    3 weken geleden


    Knab Amsterdam, Nederland Voltijd

    Knab is een online bank, maar wel eentje die gerund wordt door mensen van vlees en bloed. We staan erom bekend anders te zijn. Bij Knab vind je geen mannen in pak die alleen maar aan de sales denken. Maar wel mensen die met de wens van de klant onder de arm, op zoek zijn naar inn ...

  • Athora

    Customer Journey Expert

    2 weken geleden


    Athora Amsterdam, Nederland Voltijd_fixed_term

    Wil jij een sleutelrol vervullen in het optimaliseren van de klantreis voor een toonaangevend bedrijf in de financiële sector? Heb je ruime ervaring als Customer Journey Expert en ben je klaar om je expertise toe te passen in een dynamische omgeving? Dan is deze vacature bij Atho ...

  • ING

    Customer Journey Expert

    1 dag geleden


    ING Amsterdam, Nederland Voltijd

    We are looking for an ambitious and pragmatic team player to strengthen our team of Customer Journey Experts. · The Team · As Customer Journey Expert you will be part of the team that drives change and is the connection between the IT world of Financial Markets and the Trading R ...

  • ING

    Customer Journey Expert

    3 weken geleden


    ING Amsterdam, Nederland Voltijd

    Your work environment · Financial Markets (FM) is the Bank's gateway to the professional markets around the world. Our primary function is to service the needs of ING's clients with products, services and guidance. FM aims to be a significant player in our market leader and chal ...

  • Randstad

    Customer Journey expert

    4 weken geleden


    Randstad Nederland

    Zorg jij ervoor dat de klant niet terug belt door een extra stap voor een klant te zetten? Denk jij graag mee in procesverbetering van de customer journey? Ben jij toe aan meer verdieping in je klantenservice functie? Dan ben jij de expert in klantenservice die postNL zoekt · Heb ...


  • ING Amsterdam, Nederland Voltijd

    We are looking for an experienced Customer Journey Expert willing to take on a huge challenge and work on one of the main strategic products for ING Payments · Payments is on the move. With market trends like AI, Big Tech and Fintech shaping the future, ING Payments is working on ...


  • Knab Amsterdam, Nederland Voltijd

    Als online bank willen we in de digitale wereld altijd relevante proposities en producten aanbieden aan onze klanten. En daarnaast op het juiste moment zichtbaar zijn voor de doelgroep. We zoeken daarom een creatieve en analytische Customer Journey Expert die goed is in het beden ...

  • ING

    Customer Journey Expert

    3 weken geleden


    ING Amsterdam, Nederland Voltijd

    The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard ...

  • Sanquin

    Customer Journey Expert

    1 week geleden


    Sanquin Amsterdam, Nederland

    **Locatie** · - Amsterdam · **Werkweek** · uur · **Opleiding** · - HBO · **Sluitingsdatum** · - 11 juli 2024 · **Functiegebied** · - Staf & Support · **Vacature nr.** · - 991 · **Jij & Sanquin** · In Nederland doneren honderdduizenden mensen bloed bij Sanquin: de Nederlandse bloe ...

  • ING

    Customer Journey Expert

    1 week geleden


    ING Amsterdam, Nederland Voltijd

    Lending is critical for our business banking customers to operate and grow. Granting loans is however not sufficient. We also must ensure customers are able and willing to pay back. · Within the cluster Credit Monitoring and Problem Loan Management, this is what drives us. Our ai ...

  • ING

    Customer Journey Expert

    1 maand geleden


    ING Amsterdam, Nederland Voltijd

    We are looking for an ambitious and pragmatic team player to strengthen our team of Customer Journey Experts. · The Team · As Customer Journey Expert you will be part of the team that drives change and is the connection between the IT world of Financial Markets and the Trading Ri ...

  • ING

    Customer Journey Expert

    1 maand geleden


    ING Amsterdam, Nederland Voltijd

    The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard ...

  • ING

    Customer Journey Expert

    1 week geleden


    ING Amsterdam, Nederland

    **Your work environment** · Financial Markets (FM) is the Bank's gateway to the professional markets around the world. Our primary function is to service the needs of ING's clients with products, services and guidance. FM aims to be a significant player in our market leader and c ...

  • ING

    Customer Journey Expert

    2 weken geleden


    ING Amsterdam, Nederland Voltijd

    Are you an experienced product manager with strong IT-delivery experience and a solid eye for details? · We are looking for someone willing to take ownership and contribute to improving the web, app and employee experience for our processes. It's an exciting and challenging time ...