Chapter Lead Customer Journey Expert – Customer Information Management

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 21 Aug 18 2018-08-21

Chapter Lead Customer Journey Expert – Customer Information Management

Customer Journey Expert Chapter lead - Customer Information Management

[Belgium, full time]
We redefine banking. What about you?
There has never been a more interesting time to work at ING. We're on a journey that's centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to 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 and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working ? (click on link to see the video ) Then read what comes because ING might very well become your future employer.
Your role & work environment

As a Customer Journey Expert (CJE) for Customer Information Management, you are responsible to ensure an efficient and customer-oriented harmonization of the Customer Information Management between Belgium and the Netherlands taking all requirements and hazards into consideration. You will build innovative and differentiating experiences in customer onboarding processes.
You will enable ING to provide customers and employees real time online facilities to register any new customer and maintain customer information and permissions.

Your key responsibilities

  • Working together in self-steering teams with colleagues having different expertise
  • Acquiring profound understanding of the market and our Customers in order to create the best possible offer and journeys for them
  • Being innovative by challenging existing trends and consider new developments in the market
  • Defining and implementing the strategy taking ING's priorities and customer's expectations into consideration
  • Managing complex projects and involving various stakeholders
  • Evaluating our way of working with the aim to continuously improve
  • Ensuring an efficient communication via the different channels and touch points
  • Managing the collaboration between the different stakeholders, and colleagues in other teams with the aim to create even more added value to our customers
  • Understanding, challenging and being accountable for respecting business principles and external regulation
  • Translating regulatory obligation in simple hassle free digital processes.
  • Turning regulatory constraints and obligations into digital opportunities to delight customer experience

We are looking for
A colleague with a talent for taking it on and making it happen, 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.

  • Driven and customer focused, loving to collaborate with different people
  • Proven planning and organizational skills. Project management experience is an asset. Ability to work on an international level is a strong asset.
  • Strong analytical skills
  • Strong communication skills : written and oral
  • Strong stakeholder management skills
  • Accountable, taking ownership, wanting to make the difference for our customers
  • Ability to develop a long term vision and translate this vision into concrete actions
  • Fluent in English and Dutch or French
  • Bachelor/ Master degree, with 3 to 5 years' relevant experience
  • Experience, knowledgeable on KYC (know your customer) policies for financial institutions is a must

As CHAPTER LEAD, you will take 40% of your time for the following responsibilities :
  • To manage, coach, inspire, develop, evaluate and assess employees.
  • To create the required environment and enable employees to do their jobs well, both now and in the future.
  • To keep expertise related to the work field up to date.
  • To proposes training/courses, professional literature.
  • To play a role model to generate curiosity of your team towards other domains of expertise
  • As Chapter lead, you might be requested to travel abroad for some ceremonies, meetings or trainings

We offer you
A brand new position in a bank empowering people to develop their skills, and an exciting challenge for people with an entrepreneur attitude. The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.