Customer Journey Expert

About the Role

As a Customer Journey Expert (CJE) within ING Analytics, you will be the crucial link between our AI and Data Platform services and the ING consumers who onboard and utilize them. Your role is pivotal in ensuring our customers successfully adopt and benefit from our advanced analytics and data platform services.

The Team and Your Impact

The Customer Success team's mission is to guide customers through the successful onboarding and utilization of our analytics and data platform services. This includes providing assisted first usage, training, and enabling self-service data onboarding. By strategically delivering Analytics and Data Platforms, we empower world-class analytics products and services for ING consumers globally. You will collaborate with a specialized team to deliver scalable data products, ensuring data availability and accessibility for our customers.

Key Responsibilities

• Deliver platform services, onboard necessary data, and coordinate usage for consumers.
• Organize and structure efforts through coordinated project management, ensuring accountability for deliverables.
• Identify and translate requirements into solutions that enhance data accessibility across diverse analytics and data platforms.
• Organize consumer data and capabilities essential for using AI and Data Platforms.
• Support and manage analytics products throughout their lifecycle, from design to business operations.

Focus on Stakeholders

• Proactively manage relationships with internal customers and within the Tribe.
• Ensure seamless integration of AI and Data Platform services into stakeholder value chains and connect with other internal/external capabilities.
• Coordinate contributions from supporting teams (internal and external).
• Support the development, implementation, and communication of the roadmap and strategy.
• Define business requirements for product and service development across the Analytics domain.
• Act as a trusted advisor to consumers, understanding business needs, digitization, and APIs, bridging IT and business.
• Possess an in-depth understanding of modeling.

Focus on Leadership

• Utilize analytical skills to make data-driven decisions.
• Translate complex analytical solutions into clear, high-level insights for senior stakeholders.
• Think proactively and deeply understand the Tribe’s services.
• Be creative and an out-of-the-box thinker within a multidisciplinary, agile team environment.

About You

• Maintain oversight and focus on consumer priorities.
• Proven experience in at least two of the following domains: COO (FCFP, Chat), Retail, or Wholesale Banking.
• Act as a liaison between teams and business units, ensuring clear communication of requirements and agreements.
• Effectively request support from Tribe Leadership using strong analyses and advice.
• Proficient in SQL, R, and Python for rapid and effective consumer interaction.
• Experience working with remote teams on both consumer and delivery sides.
• Bachelor's degree in Data Science or Engineering.

Experience Required

• Proven experience with projects, (data) governance, and platforms in the analytics and data platform domain.
• Over 4 years of experience in data science.
• Proficiency with SQL, R, and Python.
• Experience in project management with a proven delivery track record.
• Solid background in data management and analytics.
• Solid background in COO (FCFP, Chat), Retail, and/or Wholesale Banking.
• Knowledge of and experience with Google Cloud Platform.

Skills and Competencies

• Account and project management.
• Data Science and Engineering expertise.
• Strong communication skills for interacting with and influencing senior stakeholders.
• Excellent organization and project management skills.
• Cultural and organizational sensitivity.
• Demonstrated ability to achieve results in complex environments.
• Pro-active and self-steering with a can-do attitude.
• Comfortable building relationships within and outside ING Analytics.
• Eagerness to learn, share, and accept feedback for continuous development.
• Forward-thinking, always seeking improvement beyond the status quo.
• Embrace challenges in a fast-changing, complex environment.
• Respond timely and effectively to unforeseen complications with a positive attitude.
• Results-driven, with the ability to set priorities effectively.
• Excellent written and verbal communication skills in English.

What We Offer

• A dynamic international environment.
• A forward-thinking AI and Data platform team.
• Strong growth potential.
• A collaborative team environment focused on mutual learning and sharing insights.
• Opportunity to work with brilliant minds on the future of ING's AI and Data Platform.
• A continuous growth path in AI and Data Platforms.

Key Skills/Competency

• Customer Journey Expert
• Data Science
• AI Platform
• Data Management
• Project Management
• Stakeholder Management
• SQL
• R
• Python
• Google Cloud Platform