Senior - Customer Journey Expert Digital Workplace

Do you love problem solving and take pride in creating outstanding customer experiences? Are you an optimistic and compassionate person who thrives off helping others be successful? If so, we are looking for you to join our team and help improve the digital workplace services we offer to our employees.

Who are we? We are Global Workplace Services (WPS) at ING, and we deliver workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, whether they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, software (e.g. Outlook, SharePoint, Windows and Office). We also provide the infrastructure and support for these services.

What will you do? As a full-fledged Customer Journey and Service Design Expert (CJE) you add extra value, participating and contributing to a high performing Customer Journey guild. Part of your job would be to refine user stories for and with the IT engineers, based on customer feedback, CX optimisation hypothesis and IT optimisation initiatives. Within this process, you make sure the employees’ voice is translated into the innovative and customer-focused improvements that you and the engineers create.

Of course, as a CJE, your main priority is our customer – our 60,000 global colleagues. Within this role you will manage dependencies and collaborate closely with other squads and stakeholders, solving impediments. This is where Service Design and Customer Journey mapping come into play; you will contribute to keeping the balance between designing and setting up customer focussed services, ideal customer journeys and swift, but also efficient introductions or migrations. That requires firm stakeholder management, understanding of the digital services and knowledge of internal processes. You need to understand the purpose and the roadmap of the WPS tribe and help your colleagues to establish them.

A summary of the things you would do:

• You’ll (re)design services and map Customer Journeys for both IT migrations as well as new features.

• You actively contribute to the analysis of our customer feedback, in order to translate that feedback into actionable improvements for WPS services, user adoption and employee experience.

• You will also contribute to the WPS user adoption plan and Ambassador community together with the CJ Guild and Product Owners. This means helping our colleagues use WPS Microsoft 365 tools as effectively as possible.

• You manage key user interaction and communication tools such as email messages, Yammer and SharePoint. You will be responsible for the tone of voice of all communications being sent out to employees consuming Workplace services.

• You will create fantastic design and will change complex IT texts to understandable, easy to read and nicely designed communication.

• You write and design the announcement emails, and design a poster and narrowcasting screen

What we are looking for Just like any other company, we’d love it if you were superman/superwoman/superperson. But to keep things a bit more realistic, this is a list of things that are most important to us:

Your skills and experience

• You are an expert in Service Design and Customer Journey mapping. You have experience in coordinating, guiding and implementing new digital customer functionalities.

• You have experience with managing complex projects with a lot of stakeholders. Organisational change skills are a plus.

• You have proven experience on end-user communications such as newsletters, migration guides, feature roll-outs, IT incident communications, user-centric communication, user engagement and/or

user interaction. You can bring new / trending / exciting ideas to improve communication, engagement and user interaction. Video design is a plus.

• You have a strong affinity with IT and are well informed about the various digital products, services and ecosystems. You have experience in Scrum and Agile. For this specific role, we are looking for a CJE who has digital (mobile/web/app) experience as well as knowledge of MS Office 365 (Outlook, Teams, SharePoint, OneDrive, etc).

Your profile

• You have a university degree, preferably in one of these areas: Business Admin, Communications, Marketing, IT Management, Psychology.

• You have at least 5 years of work experience in one or more of these areas: Customer Centricity, Service Design, Customer Journey design and implementation, Marketing and Communications.

• You have an excellent command of the Dutch and English languages (verbal as well as written) and good communication skills.

• You are extremely customer experience driven and use data for your decision making.

• You have a strong understanding of new trends in terms of user engagement and interactions and user adoption.

• You know your own shortcomings and you dare to actively ask for help and feedback and to give feedback to others.

• You quickly master a subject and know how to get things done. You work in an accurate and structured manner. You can work under pressure.

• You would fit our team if you are as independent, ambitious and result-driven as the rest of us. You are proactive, pragmatic, and you enjoy coming up with new ideas.

• Writing is your passion. You have no problem translating complex pieces into attractive and clear texts.

• Experience with Adobe Creative suite, Sketch and Invision would be a plus.

• You have a hands-on mentality and are enterprising and inquisitive.

• You are professional and a creative thinker who can achieve brilliant things.

• You are not afraid to venture off the beaten track and know how to wow your customer time and time again.

• You have 2-5 years of working experience in a similar position.

• Lastly, you have a digital mindset and can easily communicate with colleagues working in IT.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ING we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At ING, we have a hybrid mode model where people have the flexibility to work from the office and from home to have a better work-life balance.