Customer Journey Expert Credit Card - Madrid, Community of Madrid

Job summary

We are looking for a Customer Journey Expert to join our Cards Team in a squad focused on Credit Cards. As a Customer Journey Expert, you will represent the voice of the customer, have a strong vision on how to serve our customers on their payment and short-term financial needs, and focus on continuously improving the customer journeys we are offering.

Responsibilities

• Represent the voice of the customer, have a strong vision on how to serve our customers on their payment and short-term financial needs, and focus on continuously improving the customer journeys we are offering
• Be responsible (jointly with the Product Owner) to develop, launch and maintain credit card proposition on the market providing the highest customer satisfaction
• Understand how a credit card works in terms risks, operative, pricing, etc
• Help to PO to provide a differentiating experience for ING's customers at optimal value and profitability for ING
• Be the Business Guardian of your product/service working with Credit Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
• Support to the PO to increase efficiency, reduce complexity, bringing the best experience in the moments of truth linked to payments and financing needs and pursuing for innovative solutions
• Use your analytical skills, unsecured lending knowledge (if possible) and your pro-active thinking to comprehend, define, select and analyze data to gather insights that enhance the decision-making process
• Translate business needs in requirements for the implementation
• Be an expert of your product & service prioritizing on value delivered for our customers in short cycles, defining a first MVP and improving with the feedback gathered
• Be able to support complex programs, setting clear roadmaps and solving impediments
• Be creative and an out-of-the-box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis
• Contribute to develop and maintain a customer engagement strategy focus on improving the conversion funnels
• Contribute to create and constantly optimize the end-to-end processes supported by an operations management mindset
• Contribute to build commercial plan, upselling and cross-selling strategy and to ensure the achievement of the KPIs defined in the strategy
• Contribute to support the adoption of cyber security practices for effectively protect our customers against risks in the digital world

Descripción del trabajo