Senior CustomerJourney Expert
Assisted Channels SeniorBusiness analyst
Brussels,100% fixed contract
We redefine banking. What about you?
There has never been a more interesting time to work at ING. We’re on ajourney that’s centered around our customers, powered by technology and drivenby smart, determined people.
Our customers feel our people are empowering themto stay a step ahead in life and in business. We’re proud of that!
Would you like to work for a bank where honesty, integrity andresponsibility are valued? Are sustainability, caring for others and thinkingahead part of your DNA?
Do you want to make the difference for our customersthanks to our agile way of working? We invite you tocheck out our introductory movie : .
Do continue reading, because ING might very well become your futureemployer.
WHAT you will do
oYour team ( squad’) is responsible for the roll-out of a new interaction platform that will be ensure each customer can get it touch with the right employee viathe communication channel of his choice.
By doing so, you directly contributeto ING’s new distribution model, focusing on our centralized service teams.
oAs senior CJE, you helpsteering the self-organizing execution team by your experience in businessand functional analysis, experienced stakeholder management, clear&concisecommunications, contributing to collaborative and effective team performance,and a natural affinity with the strategic and tactical roadmap of yourdepartment ( tribe’).
oAs Customer Journey Expert, you understand how each specific business team interacts with its customers ,via the different communication channels (call, email, webforms, etc.).
oNext, you will assist designingand constructing customer journeys that ensure the best possibleinteraction between our customers and employees, in tune with the specificitiesof each communication channel.
oYou will also (partly) scriptthe user stories deriving from the customer journeys.
oIn addition, you will align theinteraction management with both the newemployee portal (interface), the CRMtool and the transactional portal .
We are lookingfor :
A colleague with a talent fortaking it on and making it happen, enthusiasmfor helping others to be successful anda knack for always being a step ahead .
In other words, you strive to bring fresh ideas to life and embrace challengesin a fast changing and complex environment.
You are a naturally collaborativeperson who listens and invests in others to achieve common goals. You love tochallenge the status quo and are eager to propose creative solutions toproblems.
You lead by example . Thanks to your mature attitude and expertise in managing the delivery process, the team follows your lead.
As such, you spontaneously share your best practices and are capable of giving on-the-job coaching.
This allows you to translate the bank’s strategic milestones into concrete deliverables for your team. You are also able to introduce innovations in both our customer-
employee interactions and our way of working.
We offer you
A brand new position in a bankempowering people to develop their skills, and an exciting challenge for peoplewith an entrepreneurial attitude.