Customer Journey Expert ATM & Cash Services

REQ-10093546
08/04/2025
Customer Journey
Bruxelles, Belgique
ING Bank

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Tribe Payments – Customer Journey Expert ATM & Cash services

Customer Journey Expert ATM & Cash services

Tribe Payments

50% work from home

Angélique Manis

Recruiter: [Add name]

One of your future colleagues: [Add name]

A day in the life of a Customer Journey Expert ATM & Cash services

Use max 5 bullet points to make the content easy to read.

Customer experience mapping : Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer experience implementation : Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
Coordinate the delivery: you will define and follow up on the implementation roadmap and ensure the solution is delivered in a timely manner. You escalate to hierarchy when needed, you provide regular status reporting, and you facilitate SteerCo meetings.
Data-driven Service Improvement : Research data from digital service performance, customer behaviour to identify opportunities for service improvement.
Stakeholder Engagement : Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings to promote understanding and commitment.
1st Line of Defense Risk Management : Take ownership on risk management and follow the appropriate procedures to assess and mitigate financial risk and non-financial risk.

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.

Using bullet points again (a maximum of 5), this is your opportunity to outline the skills and experience needed for the role.

You are driven and customer focused
Making things happen thanks to your ‘can do’ attitude: you work in an autonomous and structured way, you take initiative and you take decisions
Excellent stakeholder and communication skills is essential: you love coordinating and collaborating with different people, both at the business side (segment, marketing, customer support) and the IT side (architects, developers)
Be fluent in Dutch and/or French & English
Master degree with a minimum of 5 years relevant experience

The team

You will be joining the Batoping squad that is composed of Customer Journey Experts.

The Batoping squad ensures an effective integration with Batopin, high quality Batopin services for our ING customers (PI & BuBa) and Cash Services.

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Questions? Just ask
Sofie HELLINCKX

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Chez ING, nous voulons libérer tout le potential de nos collaborateurs, grâce notamment à une culture inclusive où tout le monde peut se développer et avoir un impact sur nos clients et sur la société. Nous veillons à ce que la diversité, l'équité et l'inclusion soient prioritaires. En tant qu'employeur souscrivant au principe de l'égalité des chances, nous ne tolérons aucune forme de discrimination, qu’elle soit liée à l'âge, au sexe, à l'identité sexuelle, à l'origine culturelle, à l'expérience, à la religion, à la race, à l'origine ethnique, au handicap, aux responsabilités familiales, à l'orientation sexuelle, à l'origine sociale ou à tout autre statut protégé par la législation. Si vous avez besoin d'aide lors du processus de candidature et/ou d'entretien, veuillez contacter le (la) recruteur(se) du poste concerné. Nous serons heureux de vous accompagner pour garantir un processus équitable et accessible. Apprenez-en plus sur notre engagement en faveur de la diversité, de l’inclusion et de l’appartenance.