Digital Customer Experience Specialist

Within Digital tribe, Customer Journey Expert in Agile Way of Working, has end-to-end responsibility to support the enhancements of all digital channels aimed at increasing customer satisfaction and conversion rates.

Together with other team’s members, constantly monitor and analyze customer feedback of Web and App channels to collect insight and pain points to guide changes or new features.

Contributes to APP store management providing support to the customers, identifying proactive actions to increase the rating.

Position requires excellent communication skills, excellent knowledge of written and spoken English, an orientation to detail and process and knowledge about usability/user experience principles and best practices.

Key responsibilities:

• Daily monitor and management of App store reviews to guaranteed high evaluation and reduce complaints
• Analysis of customers feedback across all channels to share useful insights for improving Customer Experience and ensure that what is delivered meets customer needs and our quality standards
• Monitoring the market, catching up new trends, services and products, analyzing competitors' offerings, and proposing new initiatives and ideas in line with ING's digital strategy
• Supporting the Tribe, in collaboration with the Learning & Development team, in drafting and updating the training material on new features launch.
• Be able to to build reports for department usage and analyze data based on the integration of all relevant data sources

Required skills and experience

• Bachelor’s in communications, economics or marketing;
• Experience on Digital Process (in bank is a plus) and Digital Capabilities;
• Fluent Italian and English language;
• Analytical capabilities and experience of monitoring and tracking channels performance and working data;
• Strong knowledge of the Microsoft Office Suite;
• Proactive and customer oriented;
• Spirit of initiative and collaboration, provides his own contribution by bringing new ideas.

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid) 
 

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!
 

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

·       Super flexible smart working

·       Competitive base salaries and performance based bonuses

·       Diverse cultures & Innovative mindsets

·       International Environment

·       Commitment to sustainability

·       Lots of training development opportunities to help you grow

·       Lots of moments dedicated to physical and mental well-being

·       A special day off when it is your birthday: we call it #doyourbirthday!

·       And of course we can’t forget: free water & coffee at the office! 
 

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.