Customer Journey Expert @ING Hubs Romania

Analyse end-to-end client journeys across onboarding, account maintenance, payments, mergers, connectivity services and daily banking processes, identifying pain points and opportunities for improvement.

• Lead process optimisation, standardisation, simplification, automation and digitalization initiatives aimed at improving both client and employee experience;

• Analyse customer feedback, operational KPIs, incidents and service performance data to identify trends, root causes and improvement opportunities;

• Define, prioritise and support the implementation of improvements, measuring their impact on customer experience, operational efficiency and service quality;

• Act as a key liaison between Client Services, Relationship Managers, Product Teams, Operations, Guild Teams and Expert Teams to ensure alignment on customer and business needs;

• Facilitate workshops and stakeholder discussions to gather requirements, drive consensus and support decision-making;

• Coordinate cross-functional initiatives and ensure smooth implementation of new processes, products, regulatory requirements and strategic changes;

• Drive adoption of new ways of working and promote a culture of continuous improvement and customer centricity across the organisation;

• Own and continuously improve onboarding, training and knowledge-sharing journeys to ensure new joiners are successfully integrated and equipped to become autonomous;

• Provide guidance, coaching and subject matter expertise to team members on new processes, tools and best practices, ensuring consistent adoption and knowledge retention;

• Support the development and maintenance of training materials, knowledge repositories and learning paths that strengthen the capabilities of the Client Services team.

What you’ll bring to the team

• Language Proficiency: Fluent in English (spoken and written), fluency in French or Dutchwould be a plus;

• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends and translate insights into meaningful actions;

• Strong stakeholder management and influencing skills, with the ability to build trusted relationships across functions and locations;

• Excellent written and verbal communication skills;

• Strong interpersonal skills and the ability to collaborate effectively with a diverse range of stakeholders;

• Strong organisational and prioritisation skills, with the ability to manage multiple initiatives and deadlines simultaneously;

• Proactive mindset with a focus on continuous improvement, innovation and delivering tangible business value;

• Ability to work independently while maintaining a strong collaborative approach;

• Passion for customer experience and driving positive change through data, feedback and operational insights.
  

​If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).