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26 October 2020 ... min read Listen

Customer Journey Expert

Contact Centre | Professional | *By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component. | Bratislava | 2020-10-25 | SLK-3695665


Job description, responsibilities and duties

As a Customer Journey Expert, you:

• Are representing the voice of the customer, have a strong vision how to attract and retain them and focus on continuously improving their journeys.
• Reimagine journeys with cross functional teams and manage collaborating across functions to build truly seamless end-to-end journeys.
• Will share the responsibility to provide a differentiating experience and realise change by design, develop & implement services for our clients from an end-to-end mind-set, allowing them to stay a step ahead in life and business.
• Determine – in consultation with your Chapter Lead and Tribe Lead – the features and users stories that improve the customer experience and co-manage and prioritize the backlog of the Tribe.
• Define business requirements for the development of services and play a supporting role in the QBR.
• Maintain contacts with stakeholders and external parties and support the Product Area Leads, Chapter Leads and Product Owners within the CS Tribe.
• Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).
• Evaluate our way of working with the aim to continuously improve.

Information about the selection process

Please, send us your CV in English via the apply button. Please note, that we will reply only to selected candidates. Thank you for your understanding.

Other Benefits

We offer an exciting job that puts you in a role crucial in realising the Think Forward Strategy goals. Various job scales dependent on skill and experience level.

Financial contributions:
• Life events (marriage/partnership, child birth/adoption, work anniversary)
• 3rd pillar retirement saving
• Life insurance
• Salary compensation during illness leave (PN)

Some others:
• Cafeteria benefits
• Trainings and language courses
• Extra holiday days
• Fresh fruit at the workplace
• Company events, teambuildings
• Referral bonus, etc.

Requirements for the employee

Required education

University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

Language skills

English - Advanced (C1)

Required experience

4 year(s)

Personality requirements and skills

• 4 years’ proven track record at working with clients and designing customer journeys.
• Experience in guiding and realising change in international roles.
• Personality and the capabilities to optimally function within an Agile environment.
• Analytically strong and make decisions based on data and facts.
• Creative, innovative and strategic thinker with an eye for detail.
• Communicative and organisational, you actively ask for feedback, but you also give constructive feedback on the work of others.
• You know how to manage various stakeholders and are organisation-sensitive.
• You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.
• Fluent in English.


Company address

ING Business Shared Services B.V.
Plynárenská 7/B
821 09 Bratislava

Go to



ING GSO Bratislava is a part of ING Bank N.V., pobočka zahraničnej banky with registered seat at Pribinova 10, 811 09 Bratislava, identification number: 30 844 754, registered in the Commercial Register of the District Court Bratislava I, section Po, insert number: 130/B and ING Bank N.V., pobočka zahraničnej banky is a branch of ING Bank N.V. with registered seat at Bijlmerplein 888, 1102 MG Amsterdam, the Netherlands, company limited by shares, registered in the Trade Register of the Chamber of Commerce and Industry for Amsterdam under file: 33031431

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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Slovakia apply.

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