Customer Journey Expert

3 giorni fa

Milano, Italia ING Direct A tempo pieno

The Customer Journey Expert in the Voice of Customer Squad is responsible to collect and analyze the voice of customer, guides initiatives aimed to achieve a superior customer experience and increase NPS.

He/she is responsible to define the operative communications to customers during their journey and to update contents on digital platforms for questions about products and services.

The Customer Journey Expert works in a squad within ING's Agile organization. Works together with other experts to achieve the squad's purpose. Has expertise in the areas of marketing, product management, channel and process optimization and Testing.

**Key Responsibilities**:
CX strategic plan
- Foster a culture and mindset where CX is crucial in our daily operation, with a strong drive to improve the status quo
- Increase customer centricity culture across the organization
- Work together with other bank departments to identify new opportunities as well as tackle (customer) pain points through customer driven iterations, experiments, and putting in place new solutions
- Leverage on voice of customer listening (survey, market research, social, complaints, chat,) to improve the CX

Key Customer Journey processes
- Identify key processes relevant for customers
- Map processes in detail (handovers, documents, procedures, communications)
- Identify priority areas for improvement and address resolution to different bank’s areas

Contact strategy for operative communications
- Build a structured communications along customer journey in phase of onboarding and life cycle
- React to events impacting the customer base through effective communications

“Aiuto & Supporto” contents on digital platforms:

- Developing FAQ’s editing
- Managing search bar website effectiveness
- Exploring continuous improvement opportunities

**Requirements**:

- Experience on Customer Relationship Management, Process Design flow and Portfolio management
- Experience on Digital Process and Digital Capabilities applied to banking services
- Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentation
- Fluent Italian and English language

**Educational Qualifications**:
Bachelor Degree and Master Degree Preferred

**Technical, Language and other Specialised Skills**:

- End to end vision
- Innovation and data driven approach
- Customer passion

**Work Experience**:
At least 3 years of experience in different and complex company environments

**Location**: Milan

**Duration**: temporary - maternity leave replacement

  • Data Governance

    2 settimane fa

    Milano, Italia ING Group A tempo pieno

    A leading international bank is seeking a data management expert in Milan to enhance customer experiences through robust data governance and journey optimization. The role offers opportunities to lead data architecture projects and analyze insights for product improvements. The ideal candidate will have strong communication skills and a customer-centric...

  • Customer Journey Expert Current Account

    6 giorni fa

    Milano, Italia ING Group A tempo pieno

    The Customer Journey Expert Current Account has end-to-end responsibility for the requirements definition, management, harmonization and phasing out of Current Account, focusing on distinctive customer experience, profitability and effective cost management E2E. The Current Account Product Expert supports the Business Banking team to set priorities, manage...

  • Data Management Customer Journey Expert

    1 settimana fa

    milano, Italia ING Group A tempo pieno

    The role combines expertise in data management and customer journey optimization to ensure accurate, high-quality data flows and leverage insights for enhancing customer experience. The position supports business decisions through robust data governance and analytics while designing and improving customer journeys across multiple channels. Key...

  • Data Management Customer Journey Expert

    2 settimane fa

    Via Milano, Italia ING Group A tempo pieno

    The role combines expertise in data management and customer journey optimization to ensure accurate, high-quality data flows and leverage insights for enhancing customer experience. The position supports business decisions through robust data governance and analytics while designing and improving customer journeys across multiple channels.Key...

  • Customer Journey Designer

    2 settimane fa

    Milano, Italia Allianz Spa A tempo pieno

    Customer Journey Designer Job Purpose / Role All’interno del Lead Strategy Team, il Lead Generation Customer Journey Designer progetta percorsi digitali che facilitano l’ingaggio dei clienti prospect e la lavorazione dei nominativi da parte degli Agenti Allianz. Collabora con le strutture IT per tradurre le esigenze di business in soluzioni tecnologiche...

  • Data Management Customer Journey Expert

    2 settimane fa

    Via Milano, Italia ING A tempo pieno

    The role combines expertise in data management and customer journey optimization to ensure accurate, high-quality data flows and leverage insights for enhancing customer experience. The position supports business decisions through robust data governance and analytics while designing and improving customer journeys across multiple channels.Key...

  • Customer Journey Specialist

    3 giorni fa

    Milano, Italia Future Drive Selection A tempo pieno

    Futuredrive è una Società di Consulenza che opera da oltre 20 anni sul mercato Italiano. Futuredrive Selection offre servizi di Ricerca e Selezione e mette a disposizione del Cliente le migliori e comprovate competenze professionali. Siamo in grado di individuare le migliori risorse nelle aree Marketing/Commerciale e nelle principali Aree organizzative...

  • Data Analyst Customer Journey

    5 ore fa

    Milano, Lombardia, Italia Adecco A tempo pieno

    Adecco Italia, filiale Milano Sales & Merchandising, ricerca per Azienda Cliente, leader nel settore Automotive, una figura da inserire comeData Analyst Customer JourneyLa risorsa sarà inserita nel team Dealer Channel del dipartimento marketing e supporterà il monitoraggio e lo steering interno sullo stato dei principali KPI.Si occuperà di attivare le...

  • Customer Journey Expert Current Account

    1 giorno fa

    milano, Italia ING A tempo pieno

    The Customer Journey Expert Current Account has end-to-end responsibility for the requirements definition, management, harmonization and phasing out of Current Account, focusing on distinctive customer experience, profitability and effective cost management E2E.The Current Account Product Expert supports the Business Banking team to set priorities, manage...

  • Customer Journey Expert Current Account

    6 giorni fa

    Milano, Italia ING Group A tempo pieno

    The Customer Journey Expert Current Account has end-to-end responsibility for the requirements definition, management, harmonization and phasing out of Current Account, focusing on distinctive customer experience, profitability and effective cost management E2E. The Current Account Product Expert supports the Business Banking team to set priorities, manage...