Customer Journey Expert – Global Retention, Archiving & Discovery

Job title:

Customer Journey Expert – Global Retention, Archiving & Discovery

Company:

ING

Job description

Join our dynamic team at ING and be part of our digital journey in enabling processes by intelligent content and automation solutions. We are a bank with data-driven ambitions, working on digital innovations for ING’s 37 million customers. Our department’s (Enterprise Content & Automation Tribe) purpose spans across all of ING, we are there to service all countries and business entities across ING.ING wants to be a compliant, digital, data-driven bank providing customers with one consistent and engaging digital experience. Therefore, managing content is a priority. At the product area Records Management, we help ING to be complaint and strive to bring all the data structured or unstructured under governance and manage it as business records.As a Customer Journey Expert Global Retention, Archiving & Discovery, you will play a crucial role in driving digital transformation and simplifying our global systems landscape as part of the Records Management area. Be part of an innovative and collaborative environment that empowers customers to stay a step ahead in life and in business.The teamING receives and creates data, either structured or unstructured, that needs to be managed as business records, keeping the information in the data accessible during the retention period. As a CJE Global Retention, Archiving & Discovery, you will be a key member of the Records Management area responsible for reliable, stable and compliant solutions, thus enabling digital innovation and streamlining customer and employee journeys in the bank.Our customers and employees rely on our archives, and the ability to find and retrieve content, for most if not all journeys in the bank. We deliver the Global Archiving & Discovery Platform for hosting repositories, meeting records keeping requirements, for keeping data in any form searchable and accessible for authorized parties. We also provide the Global Retention Platform (GRP) the central registry of all ING’s business records, calculating retention periods and deletion moments, and publish those, so retention and deletion logic does not need to be implemented in all ING’s applications. Meeting the records keeping requirements is important for regulatory reasons, and ultimately because our clients need to rely on us to look after their interests.As a Customer Journey Expert (CJE) Global Retention, Archiving & Discovery you will be responsible for:

• Taking responsibility for end-to-end onboarding of new consumers of our services, ensuring the GRP requirements are met before onboarding into the Global Archiving & Discovery Platform.
• Representing the voice of the business to the two squads working on the Global Archiving & Discovery Platform (i.e. actively collaborating in the squads and participating in the agile ceremonies as business analyst)
• Defining requirements and support with migrations in close co-operation with other Tribes and stakeholders.
• Communication around the product development towards stakeholders and users.
• Supporting the squads and the product lead with backlog management when needed.
• Identifying and resolving process / system improvements to enhance customer experience and team productivity.
• You will combine market and system knowledge and business expertise to play a key role in successfully building the platforms and its key capabilities.
• Contributing to our product management vision, plans and execution.
• Stimulate interaction between people, tribes, squads, and stakeholders (within and outside your own product area).
• Be an Orange Code role model.

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.You are an enthusiastic person with a can-do attitude. You drive to make impact and see real results. You are curious, eager to learn and like to work in an international team. You love to be challenged, and challenge others. Next to that you are analytical and not scared of handling regulatory regulations. But most of all you are passionate to combine your knowledge and everything you learn, see and hear into the best possible customer centric solution every day again.Furthermore, you have:

• Understanding the Records Management requirements of key stakeholders and customers.
• Strong analytical skills and you can structure complex problems. Furthermore, your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you.
• A strong focus on execution and delivery – getting things done mentality.
• Focus on end-2-end processes with the aim to integrate our global services into the customer and employee journeys enabling improvements and digitization.
• Strong customer focus and support in driving the global user community.
• You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You love to challenge the status quo and are eager to propose creative solutions to problems.
• You are solutions oriented, capable to explain complex topics in an understandable way.
• Ability to spend part of your time in locations across Amsterdam and Leeuwarden where Enterprise Content & Automation squads are spread across, and on occasional basis also in Brussels.
• Bachelor’s degree

What do we offer?

• A challenging position where you can make impact.
• Personal growth & challenging work with opportunities to realize your ambitions.
• An informal, dynamic environment with innovative colleagues supporting your endeavours.
• A progressive and agile way of working, where new ideas are valued ahead of convention.

Furthermore, as our team is positioned hierarchical in the DB NL organization (even though scope is global), you can count on a range of opportunities to invest in your personal and professional growth. The formal location of this customer journey expert position is in Amsterdam.Rewards and benefitsWe want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions .

• A salary tailored to your qualities and experience
• Full time position (36/40-hour week)
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

Interested?Apply directly online. Send your CV and motivation. We look forward to your application. In case of questions on this vacancy you can contact Charlotte Greidanus, product area lead for Records Management (charlotte.greidanus@ing.com).About usWith 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Expected salary

Location

Amsterdam, Noord-Holland

Job date

Fri, 29 Nov 2024 23:40:44 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesin.eu) you saw this job posting.