What’s it like to always offer your customers the very best, most consistent experience possible – in everything you think and do? Our Customer Journey Experts (CJEs) know the answer better than anyone. They combine the skills of a product manager, a formula manager and a marketing specialist to enable our customers to take care of their finances easily, quickly and efficiently – as digitally yet as personally as possible.
Optimising the customer journey
The Customer Journey Experts provide the ultimate ‘customer journey’, from the first orientation until the fulfilment. They handle both the processes, products, policy as IT. You will work in ‘squads’. These are multi-disciplined, self-controlling team consisting a maximum of nine experts: CJE’s, IT Developers, Data Analysts and Product Specialists. The composition depends on the customer journey the squad is working on. As a CJE, you will be part of a chapter. A chapter is organises around an expertise and focusses on personal growth and the development of craftsmanship. Sharing your knowledge and improving yourself and each other is the point of focus. This happens through i.e. workshops, sessions and sharing best practices.
What is your role?
You continuously work to optimise and innovate products and the customer journey. You might think of and implement new or improved mortgage propositions. You might develop a new feature for our mobile banking app or perhaps be involved in a complete redesign of ‘Mijn ING’, just like Sanne
The products that you and your colleagues develop could eventually be rolled out worldwide, so just think of how many customers your work will impact on!