English version

Customer Journey Expert at Digital Business Banking Channels – Channel Management

Digital Business Channels

50% work from home

Function class: 15

Hiring Manager: Cécile Rémézy-Saenz

Recruiter: Sofie Hellinckx

A day in the life of a Customer Journey Expert @ Digital Business Banking Channels

• You help refine the requirements received from other teams and translate & document them in “to-be” customer journeys, Business Analysis and Testing plan. You perform the UAT tests (User Acceptance Testing), release, and manage the features coordinated or delivered by your squad.
• You ensure an excellent customer experience for our Business customers: stay up to date on digital trends, banking products, market, and competition insights. You analyse customer feedback collected via our satisfaction surveys and, when needed you request and participate in UX Research, to have a deep understanding of business customer’s channels’ needs and expectations for their digital channels. Based on your gap analysis, you propose new features or improvements on the existing journeys, within ING’s NFR framework.
• You work in an Agile way: you support the Squad Master (PO – Product Owner) in the orchestration of the work of one or several squads to bring to production the features/journeys defined in the roadmap. When needed, you help prioritize the backlog of your squad.
• You monitor the performance and reliability of your journeys; you participate to the resolution of incidents and ensure that the risk is under control (following ING’s Risk framework).
• You help prepare the QBR [Quarterly Business Review] for your squad, in collaboration with your PO and Product Lead.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• In collaboration with your IT colleagues, you propose a technical solution adapted to the business requirements you received and you translate it into a clear and detailed Business Analysis (including unhappy flows)
• You have experience with working with IT and an appetence for tech: you are not afraid of jumping from business to technical discussions.
• You are proactive: you can take initiatives and work autonomously.
• You excel at stakeholder management & communications skills: you manoeuvre easily through complex policies, processes, and people-related organizational dynamics across ING; you have the ability to bring people together to work towards the same purpose. And you are good at explaining complex issues in an easy-to-understand way to get people on board.
• You have experience in project management. You are good at project management and know what to do to get things done on time. You are structured in your approach and deliveries.
• You have strong analytical skills to interpret data and uncover customer insights.
• You are flexible, adaptive and a quick learner: you are curious to discover the different aspects of digital business banking and are willing to work in different squads.

As a Customer Journey Expert at Digital Business Banking Channels, you will have the opportunity to:

• Contribute to the execution of the DBB Channels delivery roadmap and to the promotion of its reputation for delivery excellence.
• Endless opportunities to realize your ambitions via personal growth & challenging work.
• An informal, dynamic environment with innovative colleagues supporting your endeavours.

The team

 You will be part of the Digital Business Banking Channels; our mission is to build “the digital Go to Place for our business clients to run & grow their business” our aspiration is to build the best-in-class Business Banking Channels in Belgium. We do this in close collaboration with Retail, Segments, Product tribes and Group entities, as well as internal development of our experienced delivery squads.
Our highest priority is to improve our current offering by ensuring highly available & reliable services and a best-in-class Customer experience

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.