Customer Journey Expert IS&E

At our Center of Expertise, we are revolutionizing our Cloud strategy by developing hybrid cloud solutions, optimizing strategic (co-location) data centers, and laying the foundation for Hybrid Cloud Overlay.

ING is seeking a passionate and experienced Customer Journey Expert to join the Consumer Enablement area within our Center of Expertise for Infrastructure Strategy Enablement (ISE).

The team

Our Consumer Enablement team is composed of dedicated professionals who provide guidance and support to our global engineers/ consumer of the private cloud solutions. These resources enhance their understanding of the services and insights offered on the ING Cloud Infrastructure. As a young and dynamic team, we serve as the central hub for improving the user journeys, their knowledge, adding significant value to our global customers. We are currently seeking a Customer Journey Expert to further enrich the consumer experience of our engineers.

Mission:

We are seeking a passionate and cloud tech-savvy Customer Journey Expert to design, develop, and deliver consumer journeys improvements for our Global Infrastructure environment. This role involves creating and enhancing the consumer experience through structured journeys that will improve use cases and materials on platforms and documentation., Additionally, the Customer Journey Expert will work on cloud migration journeys, including transitions to and from the Hybrid Cloud, as well as Life Cycle Management migration journeys.

The ideal candidate will have a strong background in Infrastructure knowledge, including Private Cloud, Public Cloud (Google and Microsoft), Data Centers, and Networking. They will also possess the expertise in improving knowledge management, learning and development, and stakeholder engagement, with a strong proactive approach meeting the needs of our engineering teams. Your expertise, educational skills, and love of technology will ensure our people stay ahead in Cloud technology and beyond..

Key Responsibilities:

• Design and develop high-quality journeys using various mediums tailored to the needs of the engineering department.

• Apply customer journey principles to create effective and engaging knowledge management experiences.

• Collaborate with subject matter experts to ensure the accuracy and relevance of materials.

• Enhance satisfaction, user-friendliness, and accessibility of ING’s internal services to create an optimal, authentic, and consistent engineer user experience.

• Manage relationships with stakeholders to gather requirements and feedback.

• Stay up-to-date with the latest trends and best practices in hybrid cloud tech solutions and the user experience  needed for creating optimization and knowledge improvements for our consumers.

• Drive and influence user experience development trough use case improvements.

What You Bring:

• A bachelor’s degree or even a master degree in computer science,  Strategic Product Design, Business Information Management, or a related field.

• Proven experience in creating user experience journeys, cloud /infrastructure customer journeys, with excellent customer experience enhancement.

• Exceptional project management, organizational, and cross-group collaboration skills, with experience working in an agile development environment.

• Strong communication and stakeholder management skills, with the ability to gain the confidence and trust of others through honesty, integrity, and authenticity.

• Tech-savvy with a passion for leveraging technology to enhance learning experiences, and an innovative and strategic thinker with an eye for detail.

• Written and spoken fluency in English, preferably as a native speaker.

Why Join Us?

• Be part of a dynamic and innovative team that values creativity and collaboration.

• Opportunity to make a significant impact on the learning and development of our engineering workforce.

If you are passionate about creating impactful learning experiences, improve our knowledge management journeys and have the skills and experience we are looking for, we would love to hear from you!