Senior Digital Customer Journey Expert

GJA: 15-16

As a Senior Digi Customer Journey Expert, your responsibilities will include:

• Gain a profound understanding of the market and our Customers – you have a deep knowledge of customer needs, market trends, fintech players, competition and digital experience etc. to be able to define the best user experience for our customers

• Ensure excellent customer and employee experience by understanding the as-is processes,  continuously evaluating and simplify/improve them before digitalizing them.

• Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …).

• Based on the needs communicated, design new digital channels’ features and customer/employee journeys, within the risk, legislation and regulatory frameworks.

• Work closely together with colleagues with different expertise (product squad members, UX, data analyst, communication, developers, ops engineers,….) and make clear documentation (Functional analysis, tagging measurement plan, copywriting, …) to support the IT development.

• Follow up pro-actively the delivery of the digital journey including dependencies management.

Your profile:

• 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. 

• You have relevant senior experience in banking market, (digital) proposition design, business to IT, and a strong belief that digital is the way forward to empower our clients

• You combine strong analytical capabilities with creative mindset to find solutions to complex problems. You bring clarity and structure by developing helicopter views and removing complexity when needed. 

• You have experience with working with Tech and an appetite for tech: you are not afraid of jumping from business to technical discussions and are able to make the bridge between both worlds

• You have a real obsession to exceed customer expectations by developing a differentiated customer experience (channels, products & services). 

• Change, innovation & testing is part of your DNA: you are interested in how the world evolves and translate this into the continuous improvement of our customer propositions & way of working. 

• Excellent stakeholder management is essential: you love collaborating with different people and working within an international context.

• Master degree with a minimum of 5 years relevant experience

• You thrive in a feedback driven team environment.

• You are fluent in French or Dutch AND English.