Customer Journey Expert (Security Products & Services)

ING Hubs Poland is hiring!

The expected salary for this position:  14 000,00 - 18 000,00 PLN Monthly gross

The financial ranges specified in the announcement are adjusted and may differ from the range specified in the remuneration regulations.

We are looking for you, if you:

• have 5+ years of experience in:
  • process improvement / operational excellence / transformation,
  • service operations, IT, security or related environments,
• have strong experience in:
  • process mapping (E2E),
  • identifying gaps and inefficiencies,
  • delivering tangible improvements (not only analysis),
• have experience working in complex, cross-functional environments,
• are experienced in identifying inefficiencies, simplifying complex workflows, and delivering measurable improvements in performance, user experience, and operational effectiveness.

English - fluent in speech and writing (C1 - C2)

You'll get extra points for:

• Knowledge of methodologies such as: lean / Six Sigma.

Your responsibilities:

Process analysis & optimisation

• Analyse and map end-to-end processes (e.g. access management, service requests, monitoring flows),
• Identify inefficiencies, bottlenecks and gaps in current ways of working,
• Propose practical improvements.

Driving improvements

• Lead and deliver process improvement initiatives (from idea to implementation),
• Introduce standardisation, simplification and automation opportunities,
• Collaborate with Security and Business stakeholders,
• Ensure improvements are embedded and sustained in daily operations.

Stakeholder management

• sct as a trusted partner for business,
• challenge existing ways of working and influence decision-making,
• manage cross-functional stakeholders across different seniority levels,
• facilitate workshops, align priorities and drive consensus.

Customer / user journey perspective

• incorporate customer and user perspective into process / service design,
• map and improve key journeys (e.g. onboarding, internal processes).

Transformation & change

• support broader transformation agenda within Security,
• contribute to roadmap of continuous improvement initiatives,
• ensure governance, documentation and clarity of new processes,
• promote culture of continuous improvement and ownership.

Information about the squad:

This is a hands-on role combining process excellence, stakeholder management, and change delivery. In addition to core responsibilities, you may also be involved in managing and facilitating global initiatives and engaging with broader forums.

This is not a purely analytical or reporting role – we are looking for someone who drives change and delivers tangible improvements.

Product Excellence area is responsible for bridging the gap between technical service management and business value delivery. Our primary focus is to facilitate meaningful, value-driven discussions with customers while ensuring continuous service improvements based on real user feedback.

The team defines the strategic direction of CISO services and oversees service evolution. It collects user feedback to enhance services. Additionally, it manages service escalations efficiently to ensure customer satisfaction, oversees customer onboarding processes for a seamless experience, and drives service adoption to maximize value for customers.

The role naming convention in the global ING job architecture will be "Customer Journey Expert - Product Management IV".

The financial ranges specified in the announcement are adjusted and may differ from the range specified in the remuneration regulations.