Are you customer-oriented and do you enjoy a challenge in developing customer-facing processes within a devops team? Then you're at the right address in the Customer Data domain. We're looking for an experienced business analyst profile to reinforce the modify customer data team and contribute to a next level, hassle-free experience for our customers and employees.
It's an exciting and challenging time to join the Customer Data domain. The next years, bold steps are to be made in moving our processes and data towards a scalable IT-platform and digitize processes towards our award-winning app and web platform.
Do you have affinity with developing and optimizing products and processes? Does your curiosity spark towards the underlying IT-landscape? Do you have an entrepreneurial mindset who is able to take it on and make it happen independently? Then we are looking for you to join our devops team located in Leeuwarden.
Your task
We are looking for a business analyst ('Customer Journey Expert' at ING) who will drive the development of new functionalities for our customers' personal details. Think of changing your phone number, e-mail address or legal form of our business customers. These functionalities are essential enablers for various adjacent processes across the bank; for example the distribution of debit cards, loan agreements, Know Your Customer processes and financial statements. Therefore the experience and the technical fulfilment of customer data must be as frictionless as possible. As a Customer Journey Expert you collect and set the functional requirements for these features, design corresponding customer journeys and together with your team translate these into working software. In addition, you will further expand, improve and maintain these functionalities in order to keep up with demands from stakeholders.
Your team
Your team resides within the Modify Customer Data team; a group of 5 teams (squads) who are responsible for a variety of retail and business customer-facing processes. The day-to-day squad consists of one other Customer Journey Expert and 5 development engineers. For the coming years the strategic focus is on developing additional functionalities, increase digitization, improve STP-rates and simplify the IT-landscape. This will contribute to the ambition to offer robust processes with a superior experience for our customers and colleagues.
The department in which all the squads come together is called Tribe Digital Business Banking, within ING Netherlands. Together it is digitizing a variety of key processes for its retail and business. This Tribe consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer. With our processes and services we reside at the core of the bank and are therefore key in enabling the daily financial needs of our customers!
How to succeed
You are a team player, have proficient problem-solving ability and can drive projects from concept to execution. As a customer journey expert / business analyst you:
- Take ownership of your team's processes, including vision, ideation, development, launch, growth and maintenance;
- Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees in order to identify areas of improvement;
- Understand the need to comply with regulations and policies, but dare to debate alternatives;
- Balance the optimal customer value and the profitability for ING;
- Are proactive and enjoy working in multidisciplinary teams within an agile environment;
- Are able to provide and request constructive feedback to your colleagues, and foster an environment in which your colleagues including yourself can excel;
- Are fluent in English (verbally and written) and in Dutch (prerequisite).
About you
You have:
- A bachelor's- or master's degree;
- At least 5 years of relevant experience in an agile software development environment as for example a business analyst or product owner;
- Curious mindset for the underlying application architecture, relevant IT-landscape and technologies;
- Realization skills with the ability to take on a challenge and make it happen;
- Strong analytical skills and the ability to take decisions based on data and facts;
- Solid communication and collaborative skills to interact with different stakeholders.
What we offer
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 at https://www.ing.jobs/netherlands/Why-ING/benefits.htm
A salary tailored to your qualities and experience
Flexible working hours and the possibility to work partially at home
Reimbursement for travel expenses
28 vacation days with a 40-hour working week.
Pension scheme
13th month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% Holiday payment
Personal growth and challenging work with endless possibilities to realize your ambitions
An informal working environment with innovative colleagues who strive for the very best
Dependent on experience job grade 12 - Director level is applicable
About us With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.
Het salaris bedraagt €5212 - €8387