Business Analyst (Digital Business banking)
Role & work environment
As a Customer Journey Expert (CJE) Digital Business Banking Channels, you will analyse the behaviour of our business users when banking on their digital channels. Armed with insights into what they look for, the actions they perform and what they expect, you will design and build end-to-end customer journeys that ensure the best possible digital experience for our business users.
This year we have started the migration of our Business Customers from the legacy channels (Business’Bank and SmartBanking App) to the new channels (One Web & One App). Our Product Area purpose is “Digital intrapreneurs fostering your business”. As a CJE in our Channels product area, you will work in close collaboration with your colleagues from different squads or tribes to bring new or improved features to the app or the web business channels, and enhance the customer experience.
As “freelance” CJE, you will not be assigned long-term to a specific squad. You will support squads in need of help. The assignment will be decided by the Chapter Leads based on workload of squads needing CJEs support. It will be reassessed on a regular basis (e.g. during POCLACs…) but the assignments will last for at least 3 to 6 months. It will be an opportunity for you to see different aspects of the digital business banking, to increase your expertise on digital and to build a wide internal network.
Your key responsibilities
Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …).
We look for
As a Customer Journey Expert (CJE) Digital Business Banking you will also need:
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Feb 14 2024