Customer Journey Expert – Product Area Channels

As a Customer Journey Expert, you will contribute to Bank Mendes Gans (BMG) becoming the bank which provides top-notch services and products for our customers in Netting and Cash Pool. Together with the Product Owner Channels, you lead and manage the end-to-end customer journeys from design to development and implementations. The core in these journeys is about what value we want to deliver to our customers.

Bank Mendes Gans (BMG) as an organization

BMG is a niche bank for liquidity and cash management services, providing customized global liquidity management solutions for multinational corporate companies around the globe. BMG serves its multinational client base with an integrated range of liquidity and information management services supported by a high level of professionalism and personal service. BMG is a full subsidiary of ING and is part of ING Wholesale Banking.

BMG Company culture

• A customer centric and result driven mentality with professional, high-quality standards
• An organization that values initiative and entrepreneurship
• A true hands-on mentality
• An informal working environment

Your field of work

As a customer journey expert in the Channels product area, you will contribute to BMG becoming the bank which provides top-notch services for our clients via a broad range of digital channels. In close alignment with our stakeholders, you will work on continuous improvement of our digital channels. Our mission is to provide digital access to our products when and how it suits the customer. This can be via web, mobile, host-2-host and email. Your focus at first will be on user & authorization administration.

This broad scope requires you to be able to switch fast and to connect analytical skills to practice. You really want to mean something for BMG customers and internal stakeholders. You get energized by completing customer journeys and delivering impactful results to the customer. Additionally, you have tangible experience with process improvements, and you can stand for the quality and development of your product.

What are you going to do

In daily close collaboration with your Product Owner, squad, UX, communication, and business representatives, you are continuously working on researching, designing, guiding development and roll-out of product improvements driven by fact-based (customer) insights, before and after introduction. The goal is to create the desired value and outcomes for our clients. You also ensure that propositions are successfully implemented and secured in the operational processes of BMG.

Who are you?

You are an enthusiastic professional who gets energy from working on concrete and tangible results. You like achieving that by working with multidisciplinary team(s) and jointly taking responsibility in realizing the purpose of your squad. At the same time, you find it important that everyone has their own responsibility and that you can apply your own expertise to achieve the end result. Customer centricity is your primary driver.

Furthermore, you have:

• Current residency in the Netherlands 
• Master’s degree preferably in Finance, Economics, Business administration, Business Analytics.
• You have knowledge of the wholesale banking industry and/or complex online products or services (for instance internet banking where user roles or authorizations are used)
• 5+ years relevant experience as a Customer Journey Expert or (online) Product Manager.
• Experience with agile scrum and affinity with IT
• You are analytically strong and can structure complex problems. Your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you.
• You are solutions oriented, capable of explaining complex topics in an understandable way.
• Driven and customer focused, loving to collaborate with different people.
• You translate qualitative insights into relevant and impactful propositions and improvements; This enables you to connect different disciplines within BMG.
• Excellent in stakeholder management (like IT, Operations and the front office). 
• Fluent in written and spoken English
• You embrace hybrid working, with two or more days in the office to foster teamwork and creative exchange.

Interested? Great! Please note that without a suitable cover letter we cannot process your application.

Do you want to be our new colleague within the Customer Journey Expert team at BMG? We are looking forward to meeting you! Please submit your cover letter, explaining why you are interested in joining BMG specific (not ING), and how we can help you further in your career and how your experience will enhance our team, and of course add your recent CV.