Customer Journey Expert 1-1 Analytics

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 20 Sep 18 2018-09-20

Customer Journey Expert 1-1 Analytics

Customer Journey Expert 1-1 Analytics

[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 is centered around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. Something we are very proud of and something we want you to be a part of!

Want to work for a bank that values honesty, integrity and responsibility? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers via our agile way of working?

If so, then read on. Because ING might very well be your next employer.

Your role & work environment

As a Customer Journey Expert at the tribe 1-1 Analytics within ING, you will play a crucial end-to-end role in the data-driven culture supporting our products and services. You will be responsible for delivering valuable insights to both your colleagues and our clients, with a clear focus on the added value, interest, and behavior of our clients.

Your day-to-day job would consist of promoting personalized content towards our clients. This can be through actual campaigns and cases on our digital touchpoints. Or this can be as representative of our clients' needs and belongings, together with the strategic goals of our tribe, in cross-tribe/squad discussions on various projects, features and new initiatives impacting our touchpoints, way of working, and the overall clients experience with ING.

As a Customer Journey Expert, you will be part of an Agile environment by being a member of a multidisciplinary squad of 8 to 9 specialists. Your colleagues will have a broad variety in backgrounds; this can be data management, marketing, communication, risk, IT, etc.

Your key responsibilities
- To work closely together with colleagues with different expertise in self-steering teams.
- To exercise freedom in defining the goals, resources and deadlines for each element you deliver as a team.
- To deliver both minor and major improvements together with your team, while retaining full end-to-end responsibility over every delivery.
- To understand the importance of continuous communication: within your team, with other teams and with stakeholders.
- To ensure an efficient flow and user experience via the various channels (from web to mobile)
- To manage the collaboration between multiple stakeholders and colleagues in other teams with the aim of creating even more added value for our customers.
- To create, deliver, steer, and analyze specific cases, campaigns, and features towards our clients (therefore also using specific tools you need to learn to master).

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.
- You put the customer 1st. You are driven and customer focused.
- You love collaborating with different people and working within an international context.
- You have iron-strong delivery (Agile) skills and deliver quickly and accurately together with your team at every step of the process (from requirement gathering to project coordination and testing).
- You make things happen thanks to your 'can-do' attitude with diligent respect for the (risk) processes
- Evolution is part of your DNA: you are interested in how our world (and customers) evolve, and translate this into the continuous improvement of our processes and communication channels.
- You "lead" by example, share your best practices openly and coach your colleagues in a spontaneous way.
- Your are fluent in Dutch or French AND English.
- You hold a Bachelor or Master's degree with 1 to 4 years of experience.

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.