Customer Journey Expert – Channel Management III

Alleen geschikt voor ZZP/ Freelancers only

Your role & work environment
You’ll work at the Tribe (department) Omnichannel at ING Wholesale Banking. This Tribe owns channels like the ingwb.com website and the (employee and customer-facing) internet banking-portal. Our customers are spread over more than 35 countries who use our channels on a daily basis to do daily banking, consume content and for servicing.
As a Digital Content Expert, you’ll be part of the squad (team) Center of Expertise UX & Content. We’re responsible for creating (new and optimised) content and customer journeys in order to increase the findability, usage, relevance and consistency of ING’s digital content.
We work agile and collaborate with many different squads. We maintain the helicopter-view of what content is used where, and prioritise our tasks accordingly to get the most value for our customers.

We redefine banking. What about you?
There has never been a more interesting time to work at ING Wholesale Banking. Within ingwb.com and our banking platform InsideBusiness we are becoming increasingly centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business.
We’re proud of that.

Your key responsibilities:
Content migration
Currently, we’re transitioning to a different implementation of our Bloomreach CMS. While the version is the same, the new CMS gives us new features that have internally been developed at ING. For this transition, we are looking for a content expert that has experience in content migration projects. It’s not a pure manual role, we also need your expertise in managing this project well, while at the same time playing in on the opportunities that the newer CMS offers us. We see this migration as an opportunity for improving our set-up and to explore further improvements. At ING we don’t take the status quo for granted, there is always room to improve further and we look for someone that enjoys that too.
Simultaneously, we like to use your expertise also on other content topics that you want to give your opinion on and to share your ideas. You will therefore not solely be working on this migration project but also assist in the other tasks that our team is responsible for.
Content management
You will work in Bloomreach CMS to maintain content on our ingwb.com website and other channels. You’ll analyse existing content (on effectiveness, consistency, findability etc.) and come up with improvements, that you’ll also implement yourself. You will help improving the CMS so content owners can easily manage their own content.
Content metrics and new trends
Your content activities and improvements are based on data and measurements. You analyse what needs to be improved and track if the changes have the expected results. You’re an expert in your field and you are always up to date on new developments in digital content. You can translate the trends and new learnings to your daily work and take initiative to come up with new solutions. You can create the right content and search dashboards and metrics, so content owners can take action to improve their content.
Content expert and advisory role
As a content expert you’ll help other ING colleagues with their content needs. You help them improve the quality of their content. And also optimise the search results. You increase the knowledge level of digital content across Tribes by giving trainings, sharing knowledge and creating guidelines.

We look for someone who:
- has experience in content migrations and can proactively give advice on blocking issues, reaching out to stakeholders to solve your highlighted challenges and translate them into new improvements.
- is an expert in various elements of digital content; content management, content analytics, images, videos, (UX) copy reviews (English), etc.
- has knowledge on CMS systems, preferably Bloomreach
- can translate content ideas into new CMS and online features
- isn’t afraid to give their opinion (on content ideas) and at the same time open to feedback
- knowledge on internal and external Search (metadata, synonyms, search suggestions, ranking, intent recognition)
- has a talent for taking it on and making it happen, and has enthusiasm for helping others to be successful
- is a naturally collaborative person and has good communication skills
- likes to challenge the status quo and is eager to propose smart solutions to problems.
- Minimum of 3-5 years experience in a similar role
- Demonstrable experience with CMS systems, preferably Bloomreach
- Demonstrable experience with content optimization