Squad Master and Customer Journey Expert (CJE) specialised in customer reporting solutions

Customer Journey Expert – Product Management IV

Payments BE tribe – Payments & Reporting area

50% work from home

Hiring Manager: Dorothée Masy

Recruiter: [TBD]

One of your future colleagues: Yu Liu, Bernard Burtaux

A day in the life of a Squad Master and CJE specialised in customer reporting solutions

• Imagine, describe, coordinate development, test and maintain top notch solutions to allow our customers to get accurate and clear information about their transactions. Take into consideration the different complexity levels of the clients’ needs and related risks to provide tailor made services.
• Support the IT colleagues in the development by explaining business requirements and testing deliverables, and also in the incident resolution process by estimating the customer impact and helping engineers to define the best solution.
• Follow-up evolution of the market and regulations around transaction reporting to always stay a step ahead.
• Act as a gatekeeper of reporting protocols and represent ING in interbank meetings related to customer reporting.
• Constantly align with internal stakeholders, ensure transparent communication and buy-in of all parties. You also contribute to customers communication when needed.
• Manage the squad backlog (business & IT) by defining a roadmap with a yearly/quarterly vision and refined at each sprint. Report progress in area Marketplace.
• Take charge of the squad Quarterly Business Review and align dependencies with stakeholders.
• Facilitate squad’s ceremonies (daily stand up, sprint planning, sprint review, retro, …)

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 have a previous experience as CJE and Squad Master, and you already worked on digitization and CX projects.
• Experience in reporting is a plus, but in case Transaction Reporting is a new topic for you, you are curious and fast earner.
• You have experience with working with Tech and an appetite for it: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds.
• You can be a data cruncher, with analytic mind and structured thinking.
• You are able to work on several topics in parallel on a day-to-day basis.
• You are fluent in English.

As a Customer Journey Expert specialised in customer reporting solutions, you will have the opportunity to:

• Grow in the world of digitalization and Payments & Reporting: from working with IT to driving the design and delivery of new customer journeys and services.
• Work with innovative colleagues and find creative solutions.
• Work in an environment that continuously evolves and appreciates new ideas.

The team

You will be joining TheCure squad that is currently composed out of Payment Customer Journey Experts and Engineers.

TheCure squad is responsible for providing our customers (Retail and Business) via multiple channels, key reporting services and journeys like Account Statements, Statement of Fees, Transaction overview, Transaction search in channels, Zoomit/Doccle services, Transaction export, specific high-value business reporting formats (CODA, CAMT, …) and innovative clients offering.

The squad is E2E owner of the customer transactions reporting journeys, refines them, builds them or contributes to/coordinates their development, maintains and makes evolve the transactions database to feed all these services/products/journeys with accurate transactions data.

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.

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