Service Customer Journey Expert

Place of work
Contract type
full-time, part-time
Start date
Wage (gross)
1 700 EUR/month*By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.

Information about the position

Job description, responsibilities and duties

We are looking for a team member to help us grow maturity of ING Shared Services Bratislava way of working in the field of service management. Service Level Manager will serve service delivery teams as business advisor in the following areas:

• Implementation of global intragroup contracting & service management framework (ING internal contracting guidelines)
• Support transparency of service level performance
• Support Data Driven Decision making
• Facilitate 2 way communication with our Business Partners via Service review meeting

As a Service Customer Journey Expert you will be driving:

Implementation of Intragroup contracting framework
• Ensure service delivered from Bratislava are properly described including service levels.
• Organize and facilitate Service Review Meetings with Service Recipient. Grow maturity of the service reviews to be a platform for 2 way conversation between the right stakeholders (bring the right people on a call, support TLs/CL to tell the IBSS story, ensure timely follow-up on actions)
• Coordinate Volume planning and Charging Agreement Process
• Facilitate regular update of contract & service documentation as per year plan

Service Performance Reporting & Support of “Data Driven Decision” Culture
• Build management reporting following agreed standards, respecting service specifics
• Maintain management reporting (incorporate improvements and agreed enhancements while keeping adherence to standard) – with support of reporting specialist
• Support teams in putting data into action, formulating conclusions / statements out of data

Employee perks, benefits

Flexible working hours – possible. In case of top fit candidate, shortened working hours are possible, if requested, but not less than 30 hours per week.

Financial contributions:
• Language courses
• Life events (marriage/partnership, child birth/adoption, work anniversary)
• 3rd pillar retirement saving
• Life insurance
• Salary compensation during illness leave (PN)
• Performance based annual bonus

Some others:
• Cafeteria benefit
• Extra holiday days
• Fresh fruit at the workplace
• Company events
• Referral bonus, etc.

Information about the selection process

Please, send us your CV in English via email below. Please note, that we will reply only to selected candidates. Thank you for your understanding.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Number of years of experience


Personality requirements and skills

You have a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. You recognise yourself in the following:

  • You have strong analytical skills and get energy from translating complexity into a clear vision and structure, always looking for ways to improve the status quo;
  • You have experience with management reporting, ability to tell the story using the right metrics and visuals;
  • You are easy to work with, have excellent organisational sensitivity skills, and have a drive to work in international environment;
  • You have strong influencing skills and a result-driven/ persistent and can-do mentality to be able to implement a central solution across different units of the organization;
  • You have 5+ years of relevant working experience (preferably in shared service environment).
  • Advanced MS Excel / Power BI, Change management skills and experience with agile way of working is a plus


Brief description of the company

ING is a global financial institution of Dutch origin offering banking and asset management to over 60 million private, corporate and institutional clients over 50 countries. With a diverse workforce of over 50,000 people, ING comprises a broad spectrum of prominent companies that increasingly serve their clients under the ING brand.

Number of employees

500-999 employees

Company address

ING Business Shared Services B.V.
Plynárenská 7/B
821 09 Bratislava
ID: 3447983  Dátum zverejnenia: 12.2.2020  Základná zložka mzdy (brutto): 1 700 EUR/month