Customer Journey Expert - Voice Of Customer Milano

Customer Journey Expert - Voice Of Customer
Milano
Lombardia, Milano

The Customer Journey Expert in the Voice of Customer Squad is responsible to collect and analyze the voice of customer, guides initiatives aimed to achieve a superior customer experience and increase NPS.

He/she is responsible to define the operative communications to customers during their journey and to update contents on digital platforms for questions about products and services.

The Customer Journey Expert works in a squad within ING's Agile organization.

Works together with other experts to achieve the squad's purpose.

Has expertise in the areas of marketing, product management, channel and process optimization and Testing.

**Key Responsibilities**:

CX strategic plan

- Foster a culture and mindset where CX is crucial in our daily operation, with a strong drive to improve the status quo

- Increase customer centricity culture across the organization

- Work together with other bank departments to identify new opportunities as well as tackle (customer) pain points through customer driven iterations, experiments, and putting in place new solutions

- Leverage on voice of customer listening (survey, market research, social, complaints, chat, ) to improve the CX

Key Customer Journey processes

- Identify key processes relevant for customers

- Map processes in detail (handovers, documents, procedures, communications)

- Identify priority areas for improvement and address resolution to different bank's areas

Contact strategy for operative communications

- Build a structured communications along customer journey in phase of onboarding and life cycle

- React to events impacting the customer base through effective communications

"Aiuto & Supporto" contents on digital platforms:

- Developing FAQ's editing

- Managing search bar website effectiveness

- Exploring continuous improvement opportunities

**Requirements**:

- Experience on Customer Relationship Management, Process Design flow and Portfolio management

- Experience on Digital Process and Digital Capabilities applied to banking services

- Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentation

- Fluent Italian and English language

**Educational Qualifications**:

Bachelor Degree and Master Degree Preferred

**Technical, Language and other Specialised Skills**:

- End to end vision

- Innovation and data driven approach

- Customer passion

**Work Experience**:

At least 3 years of experience in different and complex company environments

**Location**: Milan

**Duration**: temporary - maternity leave replacement