Customer Journey Expert Omnichannel
6 dagen geleden

Customer Journey Expert (member of an Agileteam in a digital environment)

WorkingAgile #ProjectManagement#DigitalTransformation #CustomerJourney

  • Your work environment - - -
  • At INGOmnichannel, we are currently working on creating a new digital bankingplatform with our colleagues in the Netherlands.

    To implement thiswe have set up a new managerial approach, called Agile way of working . We are organised into teams called Squads’ (Agile ProjectTeams).

    A squad is self-organised, there is no boss’ and everybody isresponsible to get features delivered.

    Squads work on very various projects, such as :

    Mobile solutions : add new products orfeatures to the app that bring value to customers.

    API to be plugged elsewhere in the bank,Standard sales platforms or flows

    Enhanced services / benefits for customersto go beyond existing banking features.

    In terms of organisation, a squad includes a Product Owner, ITdevelopers and Customer Journey Expert(s) . Being a good CJE requires a great sense of customers’ needs with theability to improve their banking experience at ING, digital savviness, adelivery mind-

    set with an eye for cost and time efficiency, passion forinnovative features and boldness within technical discussions YOUR MISSIONS

  • Your key responsibilities, as a Customer JourneyExpert in y our squad- - -
  • Analyse customer behaviours, needs,expectations and motivations

    Use this customer feedback to makecontinuous improvements

    Design digital customer’sjourney and identify what goes well and not well

    Transform pain points intoopportunities of improvement, ideate solutions and develop MVPs to test

    Conduct risk analysis related to new solutionsand define metrics

    Manage collaboration between thedifferent stakeholders, including your IT squad colleagues.

    Monitor the very latest market trends / innovations related to your squads’ subject

    There is a lot of variety in our Squads’projects and we will do our best to match your profile and our projects.

    YOURPROFILE - - - As a person, you are - - -

    Passionate aboutdigital transformation and you have a geeky’ side

    Collaborative, resilient and happy tohelp others to be successful

    Efficient and results oriented

    Patient and flexible, confident,assertive but not arrogant

    Mature and able find your own space in ateam

    Keen on learning new things

  • As a professional, you will bring - - -
  • 3-5 years’ experience in an environment involvingdigital transformation or some technology. A backgroundin banking is not a must

    Strong and demonstrated sense ofcustomer centricity and empathy

    Interest in IT and how things work behindthe screen’. No need to be a technical whizz-kid, but a bit of geekiness’with IT is a big plus.

    Capacity to workin a full Agile way

    An analytical mind set,problem solving skills

    Autonomy, abilityto prioritise your tasks and can-do’ attitude.

    Fluency in English, our daily worklanguage + Dutch or French.


    ING works full Agile and believes in abank model that empowers people to develop their skills

    Great and international people towork with, and a friendly, caring, informal work environment.

    Food for thought and space to grow, asyou will be integrated in a thematic chapter’ where you will meet with peersfrom other squads..

    Want to keep learning ? INGoffers lots of free digital trainings

    We believe in well-beING : fitness center,canteen, outsides spaces, friendly offices in a central location (Brussels / Montgomery)

    You can work sometimes home-office.

    You may have the opportunity totravel to Amsterdam sometimes.

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