Customer Journey Expert

2 mesi fa

Milan, Italia ING Bank N.V. A tempo pieno

The Product Expert Protection, positioned as Customer Journey Expert within the Agile organization, has end-to-end responsibility for the development, management, harmonization and phasing out of commercial products, services, channel formulas and processes within one or more segments and is familiar with the relationship between these aspects, with a view to achieving an optimum customer experience.

The candidate works in the team Personal Loans & Protection together with other experts to achieve the squad's mission. Contributes by anticipating operational and business needs and identifies solutions on the business of protection; he/she is a specialist on Protection products features, reference legislation, operation, processes and procedures; collaborates with other Retail Product Owners, with internal corporate functions (e.g. Legal, Compliance, IT, Business, Strategic Planning & Control) and manages the relationship with the external Partners (monitoring the quality of the service of the selected Partners).

Key Responsibilities:

  1. Proactively supporting the Squad in the management and control of Non Financial Risks, constantly cooperating with the Compliance, Legal, DPO, ORM departments, and more generally with the relevant offices for correct application of company policies and in compliance with the distribution processes.
  2. Participates in Global working groups with Head Office.
  3. Preparing the material necessary for the approval of new products (PARP).
  4. Supporting the Squad in the launch of new commercial product, services and initiatives (Canvass/incentives, DEM, Promo, etc.) by interfacing with other internal Departments (Voice of Customer, Brand and Campaign, etc.).
  5. Monitoring the market, catching up new trends, services and products, analyzing competitors' offerings, and proposing new initiatives and ideas in line with ING's strategy.
  6. Independently managing, on behalf of the Squad, the obligations necessary for the correct application of the Product Oversight Governance (POG) insurance policy, also interfacing with the representatives of the Partner companies.
  7. Supporting the Squad for the appropriate management of action plans deriving from assigned issues and for the correct application of legislative or regulatory updates that affect ING as an insurance distributor.
  8. Supporting the Squad, in collaboration with the Learning & Development team, in drafting and updating the training material for channel sales staff (product sheets, training modules, etc.) also interfacing with the Partner Companies.
  9. Carrying out legal watch activities, frequently monitoring institutional sources (IVASS, Ania, Bank of Italy, Eiopa etc.) collecting and anticipating any developments in the sector.
  10. Monitoring the contents of the ING website in the insurance section and elevate it both in terms of content and usability with the aim of transforming it into an effective touch point for customers.
  11. Supporting the Squad in day-by-day activities and in backlog management with cross activities that allow a broader vision of processes and procedures.
  12. Working in Agile teams: contributes actively to all events of the sprints by asking, answering and challenging. Acts as a moderator. Enhances the way of working structurally. Ensures that strategic priorities are made.
  13. Customer Journey monitoring: translates highly complex business to a setup of monitoring. Defines new monitoring standards for ING.
  14. Updating and maintaining operating procedures.

Competencies:

  • An understanding of the Insurance market is needed, benchmark and competitors overview and a solid legislative and regulatory know-how which allows him/her to interface independently with internal company functions and business partners.
  • Experience of Process Design flow, in developing new products, with an end-to-end vision.
  • Experience of IT project and working effectively across functions (Legal, Compliance, Transparency, Privacy, Finance).
  • Numerate with analytical capabilities and experience of monitoring and tracking financial performance and working data.
  • Proficient in all standard business application.
  • Spirit of initiative and collaboration, provides his own contribution by bringing new ideas.
  • Fluent English.
  • Appreciated experience in providing training rooms to intermediaries registered in the section of the RUI, both in person and through live webinars, with a technical focus on the product.

Soft Skills:

  • Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentation.
  • Customer focus and customer interest paramount.
  • Problem analysis and judgement.
  • Analytical and structured approach.
  • Vision.
  • Initiative.
  • Teamwork.

Location: Milan

Duration: Permanent

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it. Do you think you are "a step ahead"? Apply now

The benefits of joining ING

  • Super flexible smart working
  • Competitive base salaries and performance based bonuses
  • Diverse cultures & Innovative mindsets
  • International Environment
  • Commitment to sustainability
  • Lots of training development opportunities to help you grow
  • Lots of moments dedicated to physical and mental well-being
  • A special day off when it is your birthday: we call it #doyourbirthday
  • And of course we can’t forget: free water & coffee at the office

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

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