Customer Journey Expert - Document & Printing

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 22 Apr 18 2018-04-22

Customer Journey Expert - Document & Printing



Customer Journey Expert - Document & Content Services

(Level G - I)
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 centred 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 https://www.youtube.com/watch?v=NcB0ZKWAPA0 ) Then read what comes because ING might very well become your future employer.

Your role & work environment

As a Customer Journey Expert (CJE) in the Tribe Document and Content Services, your aim is to optimize the way in which our customers and bankers are supported/serviced on a Message management level via one or more of our channels starting with the paper to digital.
Starting from a profound understanding of how our customers and employees interact in using our Digital means, you will continuously optimize our channels while also ensuring our bank employees 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 participate in the design of Customer features and work out the requirement that ensure the best possible Digital and paper interaction between our customers and bank employees, in tune with the specificities of each channel.


HOW you will get it done
  • You enjoy working in close collaboration with colleagues of different expertise within self-steering teams.
  • Together with your squad, you will deliver both minor and major improvements, while retaining full end-to-end responsibility over every delivery.
  • 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, working as a team member through every aspect of the process (from requirement gathering, coordination and testing). Having experience with tools like Confluence, Snow is a plus.
  • 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 as a business analyst.

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.
The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.