Competent Customer Journey Expert to join the OnePAM Permissions Squad
ING is looking for an Competent Customer Journey Expert / Business Analystto join the OnePAM Permissions Squad
For the Tribe Global Customer Data Management (GCDM) we are looking for a Customer Journey Expert (CJE) to join our Cyrus Squad. The Cyrus squad is responsible for developing and maintaining OnePAM Permissions, a solution based on a high speed and high performance Graph database. This feature squad is able to fulfil internal consumer need by delivering permission services that help building customer processes. We do this by understanding the customer journey. changing our API, loading, notification and Graph database and fully productising a new permission feature.
The purpose of the GCDM Tribe is to Empower the ING Digital Platform by providing a single source of truth on the customer and deliver standardized customer lifecycle management processes and capabilities The Tribe intensively works together with the TouchPoint Platform that facilitates ING’s new global platform architecture. The solution for customer data management (OnePAM) is one of the key assets within Touchpoint Platform and the main driver for our tribe.
OnePAM brings the bank a state-of-the-art Single Global Master Data Management solution accessible via APIs, files and notifications. It provides a standardized Single Source of Truth for identifying, retrieving and maintaining parties, products, agreements and permissions data for ING. OnePAM is being used by almost all ING countries as the customer data source for global processes like PSD2 and KYC.
In a world where the ING customer expects to be able to access his or hers up-to-date data, wherever and whenever, it is the Cyrus squad’s purpose to develop and maintain OnePAM permissions. Permission solution is growing rapidly and many internal ING teams wants to connect their API to one of our endpoints. The Customer Journey expert we are looking for should onboard those teams and translate their business needs in standard services that fit in our global solution. The business analyst needs to manage expectations towards assigned stakeholders, clarify and document customer journeys so that the engineers in the squad can create it and help other OnePAM and Touchpoint squads to stay successful.
The CJE converts market developments and customer feedback in his/her field of expertise into concrete and usable features for ING. The CJE is therefore responsible for the “what” side of change, i.e. for analysing, detailing and documenting requirements. The CJE is responsible for ensuring the squad has an exact understanding of the customer journeys. Once the solution is complete, the CJE checks the quality of the deliverables. In the particular case of OnePAM the feature is always part of a bigger customer journey facing the end private or business customer. The CJE should be able to understand the role OnePAM plays in this larger journey within the bank.
The CJE will hierarchically report to the Tribe’s CJE Chapter where the craftmanship and best practises are shared, aligned and further developed. Functionally the CJE is part of the squad and works in close connection with the product owner on delivering value.
The Cyrus squad is located in Amsterdam. The CJE that we are looking for will most of the time work from Amsterdam and will need to work occasionally in Leeuwarden where part of the Tribe is located. Because of the global scope of OnePAM traveling to other ING locations can be part of the assignment. Successful remote collaboration skills are key.
What you will do:
Align with internal stakeholders and translate their business needs into standardised Permission Customer Journeys and standardised services.
Help your squad as one of the two the Customer Journey Expert’s by providing the stakeholder context and customer journey to the team.
Develop requirements (written and diagrams as appropriate) throughout the product development in the form of Epics, Features and Stories. Facilitate refinement sessions to clarify and size requirements.
Partner with your CJE peers (representatives of other squads) to create and maintain the shared craftsmanship skills and best practises.
Document Customer Journeys and Use Cases in ARIS using our Business Process Modelling standard.
Use and further develop our Tribe Personas. Our personas are used in end-to-end testing, Behaviour Driven Design and Business Process documentation.
Facilitate the team’s coordinating sprint activities like refinement sessions.
Communication with assigned stakeholders to set the expectation for the content of new features.
Build up and share knowledge of the domain, the users, and the roadmap for the product.
Experienced in bank or financial services customer processes.
Accuracy and an eye for detail is key for this position.
A proven track record of successful collaboration in a feature squad.
Conceptual thinker who can apply our data models and solutions in the complex environment of the consumer.
Strong communication skills.
Experienced in working with user stories and preferably with customer journey’s.
Familiarity with the following concepts: APIs, ‘master data management’, ‘notifications’, ‘Personas’ and ‘Behaviour Driven Design’.
Experienced in stakeholder management.
Fluent in written and spoken English.
Autonomous and understanding of or experience with “Agile, Scrum”.
Team player with a knowledge sharing mentality.
Preferred technical knowledge
Experience in using data models
Experience with Agile / Scrum
Experience with DevOps
Good knowledge of risk and security measures
Experience of automation and continuous delivery (like Ansible, GIT, Artifactory)