Service Designer Customer Experience

Discover ING Bank

ING is a frontrunner in the transformation of banking and a company that puts technology at its heart.

At ING, we believe all sustainable progress is driven by people with the imagination and determination to improve their future and the futures of those around them. We empower people and organisations to realize their own vision for a better future. Join us! Together we can build the next generation of digital banking!

Mission:
The Service Designer drives improvements, focusing on leading, implementing and communicating Customer Experience initiatives which makes ING’s customers praise their experience with the bank.

Your day to day:

• Identifies trends / innovations in areas of service design & Customer Experience (CX) to help building an innovative perspective for a differentiating Customer Experience (CX).
• Works with other teams to oversees customer feedback collection and identify new ways to measure customer satisfaction & behavior on all touchpoints
• Analyzes and reports customer activity data, metrics & feedback (from customer surveys & studies, complaints, social media, etc.)
• Advocates & communicates the Voice of the Customer within the organization
• Analyses products and processes from a CX point of view
• Works with various teams (retail, call center, operations, research, etc.) to find solutions and opportunities to reduce dissatisfaction and improve the AS IS experience
• Takes ownership of solutions, diving deep to get the improvements in place
• Integrates cross feedback and initiatives within customer journeys, product redesign or process improvement projects
• Proposes and implements projects to create clients’ “wow” moments and increase brand love
• Communicates CX: creates events and internal communication projects to promote and integrate Customer Experience within the organization (newsletters, workshops, CX events)
• Communicates feedback to main stakeholders and gives presentations on results, metrics and projects status
• Develops CX related documentation and planning

What you bring to the team:

• 3-5 years of relevant experience in banking / services / retail industries preferably within customer experience / research / process improvement / customer service / customer communication / service design / sales operations
• Fluent in English (speaking and writing)
• Strong Microsoft office & presentation skills
•  University degree
• Exceptional organizational and administrative skills and the ability to motivate, support, understand and work with different teams
• Strong analytical thinking & solution driven. Fast understanding of processes, data and customer needs / perspective
• Use your creative thinking & customer obsession attitude to translate customer needs into products & services improvements
• The ability to drive and inspire a customer focused internal culture
• Be self-starter, fast learner, analytical, curious, creative, able to identify and tell a story with data.
• Confidence and proactivity, with superior verbal, written, presentation, and interpersonal communication skills (both peer to peer and executive level)
• Strong communication & prioritization / negotiation skills
• Nice to have: Experience in workshops delivery & event planning