Customer Journey Expert

7 months ago

Sydney, Australia ING Group Full time

Customer Journey Expert - Cloud

The Customer Journey Expert (CJE) -Public Cloud works across multiple squads in Platform Engineering Tribe within ING's OWoW organization. As a CJE, you'll have the expertise in one or more of the areas of product management, channel and process optimization, or other relevant areas that are required in the Public Cloud CoE

You will be responsible for the development, management and lifecycle of Platform Engineering products, services, channel delivery and processes within one or more of these areas. You are familiar with the relationship between these areas, with a view to achieving an optimal customer experience whilst meeting ING targets.

**What you'll do...**
- Involve in multiple CoE squads 'backlog management, sprint planning, execution, and review.
- Participate in the CoE meetings, standard scrum events for the squad stand up, refinements, reviews, and retrospectives.
- Monitor and evaluate the marketing effort, products, services, distribution policy and customer contact strategy for the various touch points.
- Design and implement strategy for products, channels, promotion, pricing, and process quality.
- Liaison with external partners and vendors for support and drive required outcomes.

**What we're looking for...**
- Demonstrated depth of experience in the fundamentals of at least one core pillar of CJE i.e. product management, process or channel optimization.
- Experience with both quantitative and qualitative research techniques.
- Certification in Azure Public cloud.
- Experience in a customer environment, where the customer needs are at the heart of the proposition development.
- Sound analytical skills and the ability to make decisions based on data.

**What's in it for you?**
- Drop everything and learn with over 16,000 professional and personal development courses to choose from.
- Discounted ING Health Insurance.
- An additional Rest Day to support your wellbeing.
- An IMPACT Day to volunteer on approved sustainability activity.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged. We've built a culture that's fun, friendly and supportive - it's the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead. And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you'd feel at home. We'd love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So, no agency introductions, please.)

**Need more?**

Job ID REQ-10071990

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