Job Title : Customer Journey Expert Investments - Mobile
Location : Amsterdam
Company : ING
Salary :
Open Date : 2023-05-26
Close Date : 2023-09-26

At Investments, we want to inspire people to grow their money throughout their life. We believe that investing is one of the best solutions for our customers to achieve their long-term life goals and needs. We see it as our role to support them in that journey. With great, recognizable products, but above all: an excellent mobile experience, complemented with high-quality advisors for the moments that matter.

Your work environment

Working at the Tribe Investments means working in a dynamic environment with a strong growth ambition. We are looking for a Customer Journey Expert within the Mobile team that’s responsible for the investments functionality in ING’s Mobile Banking App (MBA). The team’s ambition is to offer a world-class mobile experience for all our investment products, both for our Dutch and Belgium customers. These products range from Zelf op de Beurs to Vermogensbeheer.

Improving the Mobile Banking App in terms of both CX and functionality is one of the major strategic pillars of Tribe Investments, receiving substantial support from peers and management.

The MBA team is in close contact with technical capability teams within the Investments tribe, product teams in both the Netherlands and Belgium, and the Mobile Investments App team. In addition to that, the team cooperates intensively with the app teams at the D&CI tribe.

What you will do

We’re looking for a colleague that has the skills, knowledge and drive to help realize our mobile ambition. You will work in a multidisciplinary team with engineers, user experience designers and fellow customer journey experts.

• As a CJE, you’re the guardian of our mobile customer journeys. And you will put our customers at the heart of every new feature release
• Together with your team, you will build up the investments offering in the mobile banking app by shaping and implementing our mobile strategy and roadmap
• You will continuously measure, test, validate and improve our existing journeys
• In addition to that, you will manage the app release cycle, the testing process and manage incidents related to your scope.

What you bring

• You are passionate about mobile banking and investments
• You are a champion of customer experience and know what excites customers
• You are capable of creating and improving customer journeys in a mobile environment
• You have experience working in a multidisciplinary team with engineers, UX and CJEs
• You are able to bridge the gap between business and tech, and together with the team refine the epics, features and stories that the engineers implement in the app
• You are able to take it on and make it happen with realization skills & project management
• You are a natural at stakeholder management

What we offer

• A challenging opportunity that allows you to rapidly develop yourself while making an impact
• The opportunity to work in a skilled, high-paced, professional development team full of enthusiastic and helpful colleagues
• Make your own mark in bringing mobile investing to a higher level
• A full time position (36-40) at ING’s beautiful Cedar building in Amsterdam Bijlmer
• Salary tailored to your qualities and experience

Important qualities for this position

• Strong affinity and experience with improving CX
• Experience in Product Development, Product Marketing, Digital/Mobile Marketing, and Service Design
• Strong affinity and experience with Lean and Agile way of working
• Capable of acting as connector between squads and stakeholders
• A combination of commercial mindset and affinity with tech
• Master's Degree or similar experience level

Interested?

Great! Please click on apply and provide us with your recent resume, plus a motivation letter. Do you want more information about this position, please contact Alex Schipper (Product Lead Mobile & In-use).

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