CUSTOMER EXPERIENCE SPECIALIST
ING Investment Banking
Română
4 zile în urmă

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We can introduce to you your responsibilities : the customer journey specialist has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products, services, channel formulas and processes.

Own, manage and constantly improve customer experience of ING Bank retail customers. This included all existing and future sales and servicing channels as well as experience with existing and future retail products.

It is independent role that must proactively search for improvements and align with other departments with improvement execution.

What is your main tasks?* Proactively monitor positive, neutral and negative feedback from clients, employees and any relevant third parties.

Identify spots where customers might get negative experience and suggest their improvement for better customer experience.

  • Implement systematic measurement, evaluation and report to senior management to execute a follow-up that leads to improvement of customer experience and loyalty of customers.
  • Monitor agreed improvement actions across other teams, how they are implemented and whether they improved the situation.
  • Challenge these and constantly search for further improvements.* Identify all clients touch points. Areas to monitor include also social media, complaints, calls to CSD, visits and online actions etc.

    cooperate on mystery shopping.* Cooperate with other teams to timely identify possible negative customer experiences in newly established systems, processes and services.

  • Customer focus and customer interest paramount.* Communicative person with presentation and perfect analytical skills. Must be able to steer tasks pro-
  • actively forward.* Min. 2 years experience with the above activities is necessary.* University advantage* Fluent in written and spoken English and Czech* Talent for writing ability -

    text preparation for campaigns, web and other communication channels* Employee / colleague development - we are looking for a helpful and consultative and constructive colleague.

    And you can expecting your training is provided by colleagues.* Able to present work and opinions of your team and act as a customer advocate inside ING Bank* Initiative and understanding for teamwork.

  • Understanding of financial services functioning.
  • Being part of important department allows you to grow professionally quickly.
  • Daily use of English language, we have foreign colleagues and international environment.* Great trainings (for your development and for development of your team).
  • Friendly colleagues who are ready to help you with your first step here.
  • Attractive benefits package (Multisport card, Cafeteria, extra days of vacation, ...).* And last, but not least, an environment which is relaxed, people oriented and where we like to work and have fun.
  • And now we are looking forward to receiv your application

    If you are interested, please do not hesitate to apply for this job via the button Odpovědět * In July, we will start personal meetings we would like to know something about your experiences, opinions and expectations* In return, we will be ready to share all the necessary information to help you to make right decision to take career opportunity in our team.

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