Customer Journey Expert – Assisted Channels

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 21 Mar 18 2018-03-21

Customer Journey Expert – Assisted Channels

Customer Journey Expert - Assisted Channels
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 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 NDA? 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) Assisted Channels , your aim is to optimize the way in which our customers and bankers interact via one of our communication channels.
Starting from a profound understanding of how our customers and employees interact, you will continuously optimize our communication channels while also ensuring our bankers have the right information and insights to create that ideal, first-time-right customer experience.
Your key responsibilities
WHAT you will do

  • You start by understanding the way in which our customers interact today and how they will interact in the future.
  • Next, you will design and construct customer journeys that ensure the best possible interaction between our customers and employees, in tune with the specificities of each communication channel.
  • In addition, you will ensure easy access for our bankers to direct information about customer interactions.
HOW you will get it done
  • You enjoy working in close collaboration with colleagues of different expertise within self-steering teams.
  • Together with your team, you will deliver both minor and major improvements, while retaining full end-to-end responsibility over every delivery.
  • You will exercise freedom in defining the goals, resources and deadlines for each element you deliver as a team.
  • You understand the importance of building bridges: the only way to the solution is by working together, sharing information and bringing people together.

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.
  • You are solution-oriented: you relentlessly strive to find the ideal solution.
  • You are an analytical mastermind: breaking down a generic request into concrete deliverables is second nature to you.
  • You put the customer first: You are driven and customer-focused, and you implement reality checks in the process
  • You get things done. With a 'yes-we-can' attitude, with due respect for process and risk management
  • Evolution is part of your DNA. You are interested in how our world (and customers) evolve and translate that into the continuous improvement of our processes and communication channels.
  • You have iron-strong delivery (Agile) skills and deliver quickly and accurately, guiding the team through every aspect of the process (from requirement gathering to project coordination and testing).
  • You are fluent in Dutch or French AND English.
You hold a Master's degree or similar by experience, with 1 to 4 years of experience in business analysis.
We offer you
A brand new position in a bank empowering people to develop their skills, and an exciting challenge for people with an entrepreneurial attitude.