What will you do?

You manage the Local Support Service IT in the Netherlands for the Global Workplace Tribe.
You establish and monitor quality metrics and constantly strive to improve quality and efficiency of the Local Support Service and support provided to our employees worldwide.
You refine user stories for and with the IT Local Support Service vendor, based on customer feedback, and IT optimization initiatives
You make sure the employees’ voice is translated into the innovative and customer-focused improvements you and the Local Support Service create.
You manage the customer feedback loop from beginning to end (incl. NPS survey, data analysis and reporting) together with the IT service Desk, CJ Guild, Service Managers and BI team.
You manage dependencies and cooperate closely with other squads and stakeholders, solving impediments this includes also other local support services non-IT, like facility management and HR.
You understand the purpose and the roadmap of the WPS Tribe and create the backlog for the Local Support Service
You support IT migrations for new services as well as new features by educating and preparing the LSS engineers to support new end-user questions or incidents
You actively monitor the WPS user adoption plan in order to prepare the Local Support Service for any operational changes, new service or feature roll-out
You monitor all user interaction channels (Yammer Community, Ambassador platform, OneIntranet, tickets, Chats, ChatBot, MS Teams, etc) in order to continuously improve the way, we engage, interact and support our ING colleagues
You actively contribute to the analysis of our customer feedback, together with the CJ guild and Service Managers, in order to translate that feedback into actionable improvements for WPS services, user adoption and employee experience
You analyze tickets trends, incident causes and users dissatisfactions in order to create self-service solutions as well as improve the overall employee experience with Local Support Service, the Service Desk and WPS services
You innovate the way we interact with our employees by moving from a traditional Local Support Service into a digital “support-less” model

How to succeed

Develop and maintain effective relationships with suppliers (internal and external)
Know our Local Support Service and contract. Establish and monitor quality metrics and constantly strive to improve quality and efficiency of services and support provided.
Maintain and work together with other local support departments within ING
Ensure efficient collaboration, co-ordination and communication between Local support and Global Desk.
Proactively identify areas for improvement, build action plans and seek opportunities to improve customer satisfaction with our Local Support Services.
You have knowledge and understanding of operational management
You have a strong affinity with inventory management and stock management
Act as a liaison to Product Owners regarding issue management (identification, escalation and prioritization).
Coordinate with (Vendor Knowledge Manager, customer journey experts, product owners, support service team) to ensure a high-level degree of product knowledge, business process knowledge, including new feature knowledge.
Provide support for special projects and service roll outs (Knowledge Articles development, training sessions).
Drive the Productization Framework and Service Readiness to ensure an excellent support experience to our users during special projects and service roll outs
Coordinate and manage all digital channels together with the PO Service Desk – Digital Channels
You have strong understanding of customer centricity, customer journey, PACE, product ownership and communications
You have experience with managing complex projects with a lot of stakeholders
You have a strong affinity with IT and are well informed about the various digital products, services and ecosystems
You quickly master a subject and know how to get things done
You have experience in coordinating, guiding and implementing new digital customer functionalities
You are extremely customer experience driven and use data for your decision making
You have a great affinity with digital customer experience, preferably for mobile too
You dare to actively ask for help and feedback and to give feedback to others.
You analyze customer feedback data in order to improve both user adoption and employee experience
You innovate the way we interact with our employees by moving from a traditional Local Support Service into a digital “support-less” model
You transform our operating model from traditional SLA (Service Level) into XLA (Experience Level) focused
WPS is also responsible as a 3rd line support organization; to be able to fulfil this role we participate in an 24/7 standby scheme (max once a month on-call duty).