Customer Journey Expert IV – Manual Payment Solution

Job description

Organizational context Within Payment & Settlement Services (PSS) we are constantly looking for ways to improve our customer’s experience and create efficiencies in the processes. We are looking for a Customer Journey Expert within the Expert Team Payments & Investigations of PSS Operations. You will be the Customer Journey Expert for the Manual Payment Solution (MPS). Next to that you will be involved in all PSS Payment change initiatives as you will also become part of the (virtual) PSS Payments Operations team. With that you will have a big impact on the strategic ambitions of PSS and drive initiatives to automation and centralization of our operational processes. As a Customer Journey Expert, you make sure that ING’s key processes deliver competitive advantage and if not, that the right fixes are implemented in a consistent way across functions and locations. You will work closely with colleagues in Operations, Products and Technology, ING HUBS teams (Manila and Bratislava), process experts, relevant delivery tribes and process participants across the value chain. Starting point for all initiatives are the needs and expectations of our clients. Key responsibilities: You are res...