Customer Journey Expert – Global Retention Platform

Join our dynamic team at ING and be part of our digital journey in enabling processes by records keeping solutions. We are a bank with data-driven ambitions, working on digital innovations for ING's 37 million customers. Our department’s 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 record.

As a Customer Journey Expert in the Global Retention Platform product in Tribe Enterprise Content & Automation, you play a crucial role in driving digital transformation and simplifying our global systems landscape. Be part of an innovative and collaborative environment that empowers customers to stay a step ahead in life and in business.

The team

ING 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 regulatory pressure for retention and deletion increases. Data is dispersed over many systems. Keeping track of records and implementing retention rules over systems is cumbersome but critical.

As Customer Journey Expert you are a key member of this area responsible for reliable, stable and compliant solutions enabling digital innovation and streamlining customer- and employee journeys in the bank. This applies both to actively used data, but also to data we have to safeguard after we decommission a legacy application. Meeting records keeping requirements is important for regulatory reasons, and ultimately because or clients need to rely on us to look after their interests. For this we provide a Global Retention Platform (GRP): a 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. And whenever applications throughout ING are decommissioned we are able to support the archiving of repositories in the Global Archiving Platform for legal reasons.

Roles and responsibilities

• Business analysis, Stakeholder management and working with IT to really make it happen form an integral part of your daily operations.
• Driving the delivery of the new target for the Global Retention Platform; defining and prioritizing requirements and ensuring new onboarders onto Global Archiving Platform are GRP compliant. Support with the migrations in close co-operation with other Tribes and stakeholders (e.g. Belgium, Netherlands).
• Supporting the business with the implementation of the Global Retention Platform standards before they are onboarded to the Global Archiving & Discovery Platform.
• Ensuring existing customers of the Global Archiving & Discovery Platform are GRP compliant.
• Communication around the product development towards stakeholders and users.
• Day to day handling of questions and requests related to the platform and migrations.
• Identifying and resolving process / system improvements to enhance customer experience and team productivity.
• Contributing to our product management vision, plans and execution.
• Stimulate interaction between people, tribes, squads, and stakeholders (within and outside the Records Management Area).
• You will represent the voice of the business to the squads.
• 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 requirements of key stakeholders and customers for Records Management.
• Squad master experience, i.e. be the gate keeper of the squads backlog in collaboration with your Product Lead.
• Strong analytical skills and you can structure complex problems.
• 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.
• The drive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.
• Great collaboration skills and you listen and invest in others to achieve common goals
• You love to challenge the status quo and are eager to propose creative solutions to problems
• The capability in bringing your message to the point and to explain complex topics in an understandable way.
• The ability to spend part of your time in locations across Amsterdam and Leeuwarden where EC&A squads are spread across, and on occasional basis also in Brussels.
• A Master’s or Bachelor’s degree.

What do we offer?

• A challenging position where you can make impact.
• Personal growth & challenging work with opportunities to realise 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 organisation (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 benefits

We 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 here.

• 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.

About us

With 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.