Customer Journey Expert Digital Handling

Customer Journey Expert Digital Handling

(DACI Tribe Assisted Channels)

BRUSSELS / FULL TIME / HYBRID/ MARNIX

If you have a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and proactive to always be a step ahead. If you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. Then, you are the one we need to make the difference for our ING customer interacting workforce.

As a Customer Journey Expert (CJE), you will work following the Agile way of working which is driven by autonomy and alignment. This way of working will bring you empowerment and accountability on your delivery; it will also bring added value to our customers as you will deliver faster and in a more efficient way.

You will work as part of a multidisciplinary squad/team with highly skilled people, from business analysts and customer journey experts to designers, developers… and many other.

At Assisted Channels ‘We are passionate about our employees so they can delight our customers’. As such, the Area is responsible for tooling available for the ING customer interacting workforce.

As Customer Journey Expert (CJE) Digital Handling, you will work on our Digital Handling Platform, a powerful solution that helps digitalize processes across the bank. Digital Handling allows to capture and route a customer request from OneWeb / OneApp, in a structured way and in real time, to the correct team for handling in IRIS. Furthermore Digital Handling provides other functionalities like enabling communication between ING and the customer and document management within the request.

As CJEDigital Handling it is your purpose to help further develop our user friendly, effective and cost-efficient Digital Handling tool and to help onboard all tribes and products that want to accelerate the digital delivery of their request flows.

It's a very exciting moment to join the Digital Handling team as we continue to grow and are even working on expanding Digital Handling towards other countries such as Italy and …

Your key responsibilities

• Take ownership of one or more features of the Digital Handling Platform (end-to-end) with an entrepreneurial mindset, which means you are accountable for the capability vision, including functionality, technology and user experience design.
• Grow Digital Handling by helping to onboard all tribes and products that want to accelerate the digital delivery of their request flows.
• Maximize business value and define the capability roadmap through prioritization, under consideration of relevant stakeholder needs
• Have a customer/ employee focus, where you build strong customer/ employee relationships and deliver customer/ employee-centric solutions
• Communicate effectively and adapt your style and the content of your communication to the needs of others you work with.
• Work in close collaboration with IT teams, IT architects, developers & users of the Digital Handling Platform.

 We look for

• Strong work experience and a proven track record as Business Analyst and/or in product/service/project management
• Solid experience in Business to IT delivery
• A Customer/ Employee-Focused Approach
• Excellent stakeholder management skills
• Effective communication skills
• An excellent level of English
• A Master’s Degree

Are you also someone who …

• Is Tech savvy and anticipate and leverage innovations in digital and technical applications that make ING stronger and more effective.
• Shows high level of autonomy and proactivity (make things happen thanks to your ‘can-do’ attitude with diligent respect for the processes)
• Has good knowledge of ING Landscape and capabilities: Digital, Assisted, ECA Documentum, …
• Prior experience in Banking related Tooling (communication, documents) is a big asset
• Be organizational savvy and maneuver easily through the complex policies, processes, and organizational dynamics.
• Knowledge of Agile delivery methodology is an asset

But above all, you are keen and motivated to work in a changing environment based on an Agile Way of Working and excited by the idea of working in a multidisciplinary squad/team within the Assisted Channels tribe, where you will report to the CRM & Digital Handling Product Lead.

The Company

There has never been a more interesting time to work at ING. We’re on a journey that is focused on our customers, powered by technology, and driven by smart, determined people through the Agile Way of Working. All working to empower our customers to stay a step ahead in life and in business.

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavors
• A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within the Assisted Channels Tribe, you can count on a range of opportunities to invest in your personal and professional growth.