Captain of the Customer Journey Expert Tribe

Place of work
Contract type
Start date

Information about the position

Job description, responsibilities and duties

Work environment and Purpose of the job
The CS Tribe is accountable for the continuous improvement of global E2E servicing of our WB Clients, providing our clients with an easy and predictable experience.
The CS Tribe works with an ING WB -wide scope. In self-managing multidisciplinary teams (squads) together with other experts within ING's Agile organization, you will work on a joint end-to-end mission.
The Customer Journey expert team has end-to-end responsibility for the development, management, harmonisation and phasing out of products, services and processes and is familiar with the relationship between these.

As the member of the CS Tribe, you will work on the development of a differentiating client experience in a dynamic environment where Fintechs, innovation and customer needs are central.
In this CJ role you will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities to better serve and delight customers. You will have an eye on the long term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the CS Tribe on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the WB Tribes as it relates to the customer experience design across products, countries and channels.

Your key responsibilities
As a Captain for Customer Journey Expert tribe, you:
• Fulfil the role of Product Owner within a squad, keeping track of what is achieved within a squad and the priorities used.
• Are responsible for coaching and the PCE cycle (on both a personal and professional level) of the team members, so that they can get the best out of themselves in the areas of product development, processes and channel/distribution.
• Will help developing, updating and embedding expertise in the field within the tribe.
• For around 60% of the time, work as a Customer Journey Expert in a squad towards achieving the squad's purpose
• Are representing the voice of the customer, have a strong vision how to attract and retain them and focus on continuously improving their journeys.
• Reimagine journeys with cross functional teams and manage collaborating across functions to build truly seamless end-to-end journeys.
• Will share the responsibility to provide a differentiating experience and realise change by design, develop & implement services for our clients from an end-to-end mind-set, allowing them to stay a step ahead in life and business.
• Determine – in consultation with your Chapter Lead and Tribe Lead – the features and users stories that improve the customer experience and co-manage and prioritize the backlog of the Tribe.
• Define business requirements for the development of services and play a supporting role in the QBR.
• Maintain contacts with stakeholders and external parties and support the Product Area Leads, Chapter Leads and Product Owners within the CS Tribe.
• Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).
• Evaluate our way of working with the aim to continuously improve.

Basic wage component (gross) and other rewards

from 1700€*

Employee perks, benefits

We offer an exciting job that puts you in a role crucial in realising the Think Forward Strategy goals. Various job scales dependent on skill and experience level.

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

Some others:
• Cafeteria benefits
• Trainings and language courses
• Extra holiday days
• Fresh fruit at the workplace
• Company events, teambuildings
• 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.

*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.

Requirements for the employee

Candidates with education suit the position

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

Educational Specialization

Banking background is welcomed but not mandatory

Language skills

English - Advanced (C1)

Number of years of experience


Personality requirements and skills

We are looking for
Besides the qualities that are described in the Orange Code, you are an inspiring, approachable candidate and pioneer of the cross-border culture, displaying the following behaviours:
• Ability to take responsibility to develop of Customer Journeys based on facts and data.
• Ensure compliance with ING’s policies and standards.
• Managerial courage to question colleagues across the value chain.
• Ability to think out of the box and drive innovation.
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. You like to connect people and clear communication is a matter-of-course for you.
• Strong resilience; ability to navigate through ambiguity.
• You get energy from working on concrete and tangible results in a complex and continuously changing environment.

Proven track record and skills required
• Master’s degree.
• 4 years’ proven track record at working with clients and designing customer journeys.
• Experience with coordination or/and people management of a tribe within a large matrix organisation
• Experience in guiding and realising change in international roles.
• Personality and the capabilities to optimally function within an Agile environment.
• Analytically strong and make decisions based on data and facts.
• Creative, innovative and strategic thinker with an eye for detail.
• Communicative and organisational, you actively ask for feedback, but you also give constructive feedback on the work of others.
• You know how to manage various stakeholders and are organisation-sensitive.
• You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally.
• Fluent in English.


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: 3695796   Dátum zverejnenia: 18.7.2019   Základná zložka mzdy (brutto) a ďalšie odmeny:   from 1700€*