Tribes, squads and chapters
The ING Customer Journey Experts (CJEs) work in either Segment, Channel, Service; Finance & Risk or Fraud & Cybercrime Tribes. There is no clear-cut dividing line between these five types of tribes; they work together to make the ‘customer journey’ as smooth as possible, from the very first touchpoint right through to fulfilment. In that process, the Segment Tribes are primarily responsible for defining and activating the customer needs. The Channel Tribes develop all the utilities (tools) to facilitate the customer journey. The Service Tribes then meet that need as optimally as possible.
Squads: working towards a specific goal
The tribes are made up of squads, each with their own (sub) goal. Squads are temporary teams of experts: CJEs, IT Developers and engineers, Data Analysts, Communication experts…, depending on the squad’s particular goal. Once the goal has been accomplished, the team is disbanded and the team members move on to their next squad.
Chapters: developing your expertise
As a CJE you are also a member of a chapter. A chapter is dedicated to one area of expertise and is focused on developing professional competence and fostering personal growth in that area. A chapter revolves around exchanging knowledge, and helping yourself and each another to improve – such as by participating in workshops and seminars and by sharing best practices.
ING is rapidly transforming from a traditional bank into a ‘bank of the future’, and the new ‘ING Way of Working’ also plays a part in that. The large majority of our organisation is already working with in line with agile methodology, inspired by companies such as Spotify and Netflix. This approach enables us to get things done for our customers quickly. The ING Way of Working also gives our employees a lot of freedom and more challenging work. After all, squads and tribes have end-to-end responsibility for their products, set their own objectives and decide on how best to achieve them.