Customer Journey Expert C Tribe Private Individuals

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 15 Aug 18 2018-08-15

Customer Journey Expert C Tribe Private Individuals

Job Title : Customer Journey Expert - Private Individuals Segment
Expertise Domain : Sales and value proposition with marketing & digital affinities
Responsibility Level : Experienced and autonomous
Brussels, 100% fixed contract - Line Manager : Cédric Petre
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 strong European financial institution 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 https://www.youtube.com/watch?v=NcB0ZKWAPA0 ) Then read what comes because ING might very well become your future employer.
If you've answered yes to any of these questions, then keep reading because ING might very well become your future employer.
Your role & work environment
As a Customer Journey Expert (CJE) within the Private individuals segment (which counts more than 2Mn of active clients), your challenge is to offer our clients the best customer experience for their financial needs in every important step of their life. Your main success indicator is the overall customer satisfaction and the sustainable growth of the segment.
Your key responsibilities

  • You keep informed on the market evolution and continuously learn about client's needs in order to propose relevant solution
  • You optimise or develop value propositions according to our customers key moments of life
  • You are the voice of the segment in some strategic projects (changes & run).
  • You aim to make the difference for clients in an easy and personal way and you analyse client behaviour to optimise his journey in an end-to-end way.

  • You analyse results and, in function, take the necessary actions
    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 passionate about clients and obsessed with their satisfaction.
  • You take the ownership of your projects, and you are able to follow them end-to-end until implementation and during aftercare
  • You are convinced that a surprisingly personal, an amazingly easy and a refreshingly smart customer experience is key to differentiate from competition
  • You have a strong affinity with the private individuals market and rapidly changing customer needs
  • You have a good innovation drive with a capacity to switch from a conceptual vision to concrete & actionable action plan.
  • Your creative mind matches perfectly with your ability in using data to support your analytical skills and decisions.
  • You are fluent in French or Dutch and English, you hold a master degree and are qualified with relevant experience
    You make the difference by creating best-in-class approaches for our customers in each step of their financial life and help our sales staff in realising this mission.
    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.