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Customer Journey Expert - Digitalization Payment

  • REQ-10085989
  • 20/01/2025
  • Customer Journey
  • Brussels, Belgium
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You will embrace the role of Customer Journey Expert in the digitalization area of the Payments Tribe.  In close collaboration with IT, your area mission is to create, improve and maintain smart and easy digital flows linked to Payments & Cards journeys: Modify Debit Card limits, Order Credit Cards, Exchange foreign currencies, etc…

You will cover

  • all customer segments : from retail customers to mid-corporates and wholesale.
  • All direct channels: from web browser to smartphone app (Android and IOS devices)
  • Client and employee digital journeys

  • Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …).
  • Based on those needs, write business analysis for new digital channels’ features and customer/employee journeys, within the risk, legislation and regulatory frameworks.
  • Work closely together with colleagues with different expertise (UX, data analyst, communication, developers, ops engineers,….) and make clear documentation (Business Analysis, measurement plan, functional analysis and User Flows) to support the IT development.
  • Follow up pro-actively the delivery of the digital journey including dependencies management.
  • Make User Acceptance Testing plans and execute them End to End
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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.

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