Customer Journey Expert – Digital Channels

GJA 15

Your key responsibilities

• Drive or contribute to projects aiming to enrich/improve the digital/mobile proposition of ING, in respect of the risk, legislation and regulatory frameworks.
• Ensure a smooth collaboration and coordination of project groups composed by colleagues of different expertise (UX, data analyst, communication, risk assessors, domain architects, other delivery squads, ...).
• Ensure knowledge sharing, clear documentation and internal communication of the delivered features or improvements.
• Create test cases and plans, actively participate in testing activities to ensure solutions meet business requirements and are free of defects.
• Manage and evaluate customer journeys and processes and recommend/implement improvements to enhance efficiency and effectiveness.
• Stay up to date with digital trends, competition progress and news about banking products in order to identify any opportunity for ING.
• You will report functionally in a Global App team with teams in different ING Countries that each contribute to the future of our ING Banking App. You will be part of the team that is located in Brussels.

We look for

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey Expert (CJE) Digital Channels you will also need:

• To be customers driven and want to provide the best experience in the market.
• To love collaborating with different people/profile and working within an international context.
• To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes.
• Proven planning and organizational skills. Profound project management experience is an asset.
• Ability to accept the complexity of the organization and find creative solutions to overcome it, ensuring the needed agreements for a timely and impactful delivery.
• Sound stakeholder management skills: you are capable of building strong and constructive relationships with your stakeholders, based on mutual trust.
• IT affinity: understand how the customer journeys connect to the underlying IT landscape, incl. the technical dependencies on components owned by other Tribes such as API’s.
• Analytical and data skills to uncover customer insights.
• Experience with Agile WoW: you deliver quickly and accurately together with your team at every step of the process.
• Experience with the usage of a Content Management System (CMS)
• Strong communication skills: written as well as verbal. You dare to speak out when needed.
• A Master’s degree.
• Fluency in Dutch or French AND English.
• Minimum 3 to 5 years of professional experience, including experience in digital delivery. Retail Banking or mobile channels experience is a plus.

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 realise 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.

A hybrid way of working

•             We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring reaching the defined objectives, business continuity, customer service and employee wellbeing.

Furthermore, within the Digital “DACI” Tribe, you can count on a range of opportunities to invest in your personal and professional growth with:

• Challenging projects to build the best digital bank.
• The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture and practices.
• Extensive learning proposition in customer experience, digital expertise, soft skills and more.

If you think this vacancy is the right next step in your ING career, we’d encourage you to apply.