Customer Journey Expert

6 giorni fa

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

The Cards Expert, working as Customer Journey Expert in Agile organization, has end-to-end responsibility for the development, management, harmonization and phasing out of Cards and Payments landscape focusing on distinctive customer experience, profitability and effective cost management E2E. The Card Expert supports the Retail Cards business to set priorities, manage internal and external stakeholders, solve impediments, help squad members in their day-to-day activities. In addition, the Cards Expert is accountable for managing and delivering internal reports and optimize performance, reduce any user cards product inefficiencies, identify and close relative gaps to help with user inflow and conversion. The position requires excellent communication skills, problem solving and data driven approach, an orientation to detail and process, ability to work and maintain composure under tight deadlines, expertise in digital onboarding, as well as knowledge about usability/user experience principles and best practices. This position also demands ability to work collaboratively in multi-functional teams and cross-teams.

Key Responsibilities:

  • Deliver specific activities to plan, develop, maintain, and monitor the card products in order to achieve income and volumes targets.
  • Manage end-to-end card processes and collaborate to define, document and agree, with key stakeholders, a product plan that considers: the market landscape, product scope and performance, objectives and strategy, the customer experience.
  • Define market requirements specifications and business cases for the product.
  • Support the delivery of product revenue, profit and product-related customer satisfaction.
  • Continually assess the performance of the card products range, the regulatory landscape and external market trends and competitor developments to ensure an effective customer proposition.
  • Helps the squad to analyze and define business process flows in order to draft functional documents based on analysis and collected requirements, supporting users in requirements definitions identifying impacted areas and processes and finally execute tests.
  • Collaborate for product lifecycle management. This includes product performance management, product marketing and product innovation.

Competencies:

  • Master’s degree, postgraduate or equivalent background in Economics, Management Engineering and similar is desirable.
  • 3+ years of experience in banking or financial services, with focus on Cards and Payments.
  • Market and competitor knowledge and experience on Cards products (eg. understand cards payments processes, etc)
  • Solid experience of working autonomously in a dynamic and collaborative environment, identifying new potential business opportunities and improvements.
  • Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentations, papers, user stories and interact directly with stakeholders.
  • Strong problem solver and ability to make effective decisions.
  • Strong analytical capabilities and experience of monitoring and tracking financial performance and working data.
  • Excellent level of English.
  • Extremely customer focused.
  • Ability to work on an international level.

Location: Milan (hybrid)

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 tell people how to live their lives. We empower people and businesses to realize their own vision for a better future. #doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘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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