Customer Journey Expert - Tribe Investments - Invest Advice & Life Invest

GJA 15

A day in the life of a Customer Journey Expert in the Digital Products cluster

• Understanding the customer and our personal advisors needs, and work on designing and improving products, processes and customer journeys, driven by ING’s and Tribe Investments’ strategy as well as the client and market needs, translating those into clear business requirements.
• Bringing your products to the market and growing your business (for new & existing products) in the different segments and cross-channels.
• Lead the testing cycle of the product flows before go-to-market. Also perform regular testing to help support reliability objectives of the bank
• Guide the implementation proper monitoring on these customer journeys, to guarantee the required level of service that we want to offer to our customers.
• Ensure that we comply to the regulations in place, by identifying and taking action to fix existing gaps, but also by implementing new regulations into the different journeys.
• Contributing to the stakeholder engagement such as legal, compliance, FSMA, segments, NL capability squads, … by understanding their needs and concerns.
• Liaise regularly with branch bankers, financial experts and remote advisors to gather feedback of the customer journeys and improvement ideas.

The team

• As a Customer Journey Expert (CJE), you are at the heart of Tribe Investments. The focus of the Tribe lies on commercial growth, with big ambitions for 2025!
• You become part of the Digital Products cluster, where we work on the development, improvement, positioning and go-to-market of digital investments products (ING Invest advice), as well as on the digital dashboards and the digital experience for Private Banking clients. We also manage the run for all those products.
• We have many exciting priorities this year for which we are looking to reinforce our team:
  • Improving existing flows and facilitate client onboarding in digital products
  • Launching a new digital agreement flow
  • Implement monitoring on all our digital flows
  • Improve the digital experience of investors (dashboards & reporting)
  • Enhanced and simplified customer advisory journeys for their investment needs
• You are in continuous contact with variousstakeholders (Legal, compliance, segments, FSMA, …) and you work together in an international team with other Customer Journey Experts and IT developers in Belgium and in the Netherlands to make it happen.

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.

Don’t worry if you don’t meet all the criteria. If you have the willingness to develop the skills mentioned here below and you feel that you might be a good fit for this position, we would love to hear from you!

• You put the customer first: you are interested in how our world and customers evolve, you listen to them (customer feedback, customer research, feedback from customer facing teams, available data, …) and translate this into the continuous improvement of our products, services & processes.
• You have a strong affinity with Business to IT and strong delivery skills: defining business requirements, translating them into user stories, refining with your IT colleagues, testing & hunting bugs, managing dependencies, etc;

• You love collaborating with different people and working in close collaboration with segments, IT, Tribe Investments NL, CLT Investments, Legal, Compliance, Digital sales, … You always seek for a good compromise between the different stakeholders while always keeping it customer centric;
• You are polyvalent, but you also keep focus on priorities: you may have to contribute to different kind of projects at the same time, but you need to make sure that priorities are delivered on time;
• You have a passion for investments: you know our products and are interested in what the competition does, or you are curious to learn all about this exciting world;
• You make things happen thanks to your ‘can-do’ attitude with diligent respect for the (risk) processes. You manage and solve problems sharply at your own level and escalate when needed;
• You are fluent in English (oral + written) + Dutch or French

As a Customer Journey Expert within Tribe Investments, you will have the opportunity to:

• Take on a challenging opportunity & extend both your soft and hard skills as well as your knowledge about investments  
• Develop yourself and your ambitions while making impact
• Be coached & supported by your Product Lead and Area Lead
• Work in an informal, dynamic environment with innovative colleagues supporting your endeavours