Customer Journey Expert Digitization Business Lending

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium
  • Permanent, Full time
  • ING
  • 22 Jan 19

Customer Journey Expert Digitization Business Lending

Customer Journey Expert - Digitization
Business Lending
(level G, H)
[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 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 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 Business Lending, with an expertise in process optimization, you are responsible to build sustainable customer journeys that exceed client expectations whilst keeping risk under control. You will play an important role in the harmonization between Belgium and the Netherlands.
You will cover several customer segments from self-employed to mid-corporates.

Your key responsibilities

  • Identify, analyze and manage drivers for customer experience
  • Identify, assess and implement process improvements using proven analytical skills and methods
  • Identify key risks and define mitigating controls
  • Develop and maintain expertise in collateral management with the aim to be considered as expert
  • Contribute to a common purpose with colleagues having different expertise in self-steering teams
  • Evaluate our way of working with the aim to continuously improve
  • Help to improve the quality of the ING's communication via the different channels and touch points
  • Understand and apply business principles and external regulation

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.

On top of this, we expect you to have:
  • Knowledge of business lending products/services, operational excellence
  • Strong plus: knowledge of electronic banking solutions and online customer experience and Robotics and process automation
  • A customer focused drive
  • Good analytical skills
  • Proven planning & organizational skills
  • Clear communication skills : written and oral
  • The ability to work autonomously
  • A fluency in English, Dutch and French
  • Master degree or relevant 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.