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 discovery resulting in 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 authentication and approval flows.

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.

Roles and responsibilities

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.

How to succeed?

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 result. Customer centricity is your primary driver.

Furthermore, you have:

• 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 secure internet banking and access means offered to clients and related processes).
• 3+ 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.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
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