Digital Customer Journey Expert for Private Individuals

REQ-10091786
16/09/2025
Customer Journey
Brussels, Belgium
ING Bank

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Digital Customer Journey Expert for Private Individuals

Our ambition is to become Belgium’s most recommended mobile-first bank — one that simplifies banking and empowers financial progress. We are driven by a passion for technology that removes friction from everyday banking, aiming to be the undisputed leader in mobile Daily Banking. Within Daily Banking & Client First, we take the lead in delivering on our customer growth aspirations.

As a Digital Customer Journey Expert, your mission is to analyze, design, and guide the implementation of customer-centric solutions that elevate the user experience for both Private Individual Customers and Employees. You do this in close collaboration with internal stakeholders, including Product, Legal & Compliance, Tech, Sales, etc.

What will you do?

· You understand the business context of daily banking for private individuals.

· You translate business requirements to a frictionless customer journey.

· You align with solution architects to get a solution design defined, founded on existing building blocks.

· You make sure that the customer journey and solution design are coming to life by teaming up with the tech engineers.

· You verify that the implementation is in line with the specifications by creating and executing a test plan and as such playing a crucial role in assuring the quality of the end products being shipped to real end customers in production.

· You support resolving customer incidents.

What does it take to be successful?

· You are self-disciplined, proactive and organized. You take initiative. You take action.

· You identify problems & risks and come up with mitigation actions.

· You take e2e responsibility of your work and coordinate with stakeholders to be successful. Proactive follow-up is part of it.

· You communicate clearly.

· You manage your time effectively. You clearly see the difference between relevant and less relevant topics. You understand the difference between important and urgent things to set the right priorities. If required, you shift gears.

· You are analytical and have an eye for details. Hard on the correctness and quality, soft on the people.

· You like to win as a team.

· You are curious and eager to learn.

· You are agile.

· You are a generalist that knows a bit of everything: Figma, design standards, Confluence, activity diagrams, flow charts, planning, reporting, analysing, testing, Azure, XML, HTML, software/service delivery, API, ...

Do you recognize yourself? Then, let’s quickly connect!

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Sofie HELLINCKX

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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.