Customer Journey Expert Personal Banking Marketing / Events

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

Customer Journey Expert Personal Banking Marketing / Events

Customer Journey Expert
(level 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 is centred 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 !
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 https://www.youtube.com/watch?v=TaV-d7eKWFc ) Then read what comes because ING might very well become your future employer.

Your role & work environment

As a team, we work on the development of ING's new European banking platform, for which you will work in close collaboration with our colleagues in the Netherlands.
As a Customer Journey Expert you will help design our future customer journeys and optimise existing ones based on your passion for an excellent customer experience, your expertise in front-end or back-end processes, your insights into cost efficiency and your skills in automation techniques.

The range of possible goals is very diverse. For example, in the ' Cards ' squad you can work on facilitating contactless payments, or on developing a new credit card especially for students. In the ' Mortgages ' squad you will think up and implement new or improved mortgage propositions. In an 'Investments' squad you can work on improving the customer journey on our mobile app or adding new products to the app. In a squad within the Omnichannel Experience Tribe you could be involved in further developing the ' Payment Request ' feature in the mobile banking app

Your key responsibilities

  • Analyse customer behaviour and needs
  • Experiment with new products and services
  • Transform ideas into results
  • Conduct risk analysis related to new ideas
  • Use data to make continuous improvements
  • Manage collaboration between the different stakeholders ... to create even more added value to our customers
  • Monitor the very latest market trends and developments

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 have relevant experience in front-end/digital, sales, back-end/operations, process, product or IT
  • You are driven and customer focused.
  • You love collaborating with different people but are also able to function autonomously .
  • You have iron-strong analytical, organisational and (Agile) delivery skills.
  • You take initiative and make things happen thanks to your problem solving skills & 'can-do' attitude, quickly & accurately.
  • Evolution is part of your DNA : you are interested in how our world and customers evolve, and you translate this into the continuous improvement of our processes .
  • Your are fluent in English and in Dutch or French
  • You have a master degree or equal by experience.

We offer you
A brand new position in a bank that empowers people to develop their skills, along with an exciting challenge for people with true entrepreneurial start-up spirit .