Service Designer | Innovation @ING Bank

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission 

Within the CX, Innovation & Design Center of Expertise, the Innovation team’s aim is to develop the functional process skills and technical knowledge, as well as expertise required to improve the pace of product and service development design. Our end goal is to enable the acceleration of innovation and the creation of growth options for all ING Retail business lines. The key in achieving this is to embed the ING’s way to innovate across ING (a mix of design thinking and lean start-up for global operating companies).

We are looking for a talented, motivated Service Design Expert to contribute to shaping the solutions and experiences we’re providing to our customers through Home’Bank. 

Reporting to the Innovation Chapter Lead, the Service Design Expert will have overall responsibility for the Service Design angle of all the initiatives that will be subject:

• Your craft: Design Thinking, Service Design, Lean Startup and Agile principles.
• Your task: to give our new products, services or functionalities the right spin.
• Your job: build, test, validate. And then build again.

You’ll be working on your own projects from the roadmap distributed in the chapter and, together with the organization, contributing to the long-term vision of Home’Bank. 

Our unwavering ambition is to position ING as an undisputed leader in digital financial services and payments, and to deliver highly personalized, real-time experiences that customers increasingly expect, thus tangibly making a difference for the better in their everyday lives when they use our products. 

Your Day to Day

• Support the teams with knowledge on service design techniques and tools.
• Facilitate exploratory, qualitative, and quantitative research.
• Facilitate group thinking on understanding the underlying behaviors, feelings, and motivations of customers.
• Build strong customer empathy by applying techniques such as Persona and Customer Journey.
• Visualize the Customer Journey and/or develop Service Blueprint.
• Synthesize, structure and prioritize customer findings and connect them to the Persona, the Customer Journey, and the Service Blueprint.
• Visualize and develop prototypes through quick and dirty prototyping (e.g. wireframes and visual design for experiments).
• Help the teams identify the riskiest assumptions, set target metrics, design the experiments to test the hypotheses, and make sure learnings are captured.

What you bring to the team

• Minimum of 3 years of experience as a Service Designer, preferably in the financial services industry.
• Preferably studies in Social Sciences (Psychology, Sociology, Statistics) or Design.
• Advanced understanding of Design Thinking and Lean Start-up methodologies.
• Experience with concepting, ideation, and iterative prototyping.
• Excellent communication skills - Ability to present formal /informal findings in a clearly defined and persuasive manner.
• Ability to build and maintain strong working relationships with colleagues and stakeholders.
• Ability to persuade others to change their behavior without formal authority.
• Ability to deal well with ambiguity and new content in a very broad range of situations.
• Team player and open-minded & driven to constantly challenge the status quo.
• Passionate about innovation, creative and pro-active.
• Being a human-centered designer, able to bring in outside-in perspective.
• Facilitator and co-creator in multidisciplinary teams.
• Ability to build, support and implement, across organizational boundaries.

What we offer

• Impactful work in a fun and collaborative environment.
• Open-concept offices designed for both team work and relaxation.
• Corporate events and social gatherings.
• Hybrid way of working with flexible working schedule and short week options.
• Monthly budget on Benefit platform.
• Extra annual leave days depending on the total length of working experience.
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.