Senior Business analyst

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium Brussels Bruxelles-Capitale BE
  • Permanent, Full time
  • ING
  • 18 Jun 18 2018-06-18

Senior Business analyst

Senior Business analyst

Brussels, 100% fixed contract

We redefine banking. How 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 ? We invite you to check out our introductory movie: https://www.youtube.com/watch?v=TaV-d7eKWFc . Do continue reading, because ING might very well become your future employer.

Your role & work environment

As a Senior Business analyst & Customer Journey Expert (CJE) you will analyze and bring to light the behavior of our customers within the different interactions within ING. Armed with insights into what they look for, the actions they perform and what they expect, you will design and construct "customer journeys" that ensure the best possible experience for our users from beginning to end.

Your key responsibilities

WHAT you will do

  • You define the goals, priorities and value for each element you deliver as a team.
  • You deliver both quick wins and major improvements together with your team, while retaining full end-to-end responsibility over every project delivery within the defined quality, time & cost constraints
  • You are able to design, construct & improve customer journeys that ensure the best possible interaction between our customers and employees.
  • You understand how a specific business team interacts with its customers, via the different communication channels (call, email, webforms, etc.). And therefore you are capable to document them in workflow and processes that are clear for your IT colleagues (BPMN, UML)
  • You are solution & improvement-oriented: as the technologic platform is new, you quickly understand both the total employee & customer experience. As such, you come up with effective improvements proposals.
HOW you will get it done
  • You work closely together with colleagues with different expertise in self-steering teams. You apply therefore the Agile Way of Working
  • You are both communicatively and analytically very skilled: you can get to the essence of the needs, no matter the seniority level of your stakeholder. Also, you switch easily towards translating the need into the requirements and priorities.
  • You are able to get commitment of involved (senior) parties on the different priorities and solutions
  • You understand the importance of building bridges: the only way to the solution is by working together, sharing information and bringing people together.
  • You have an affinity with IT & functional analysis: you are able to understand and challenge your IT colleagues and you are able to make a bridge between business and IT
  • You are solution & improvement-oriented: as the technologic platform is new, you quickly understand both the total employee & customer experience. As such, you come up with effective improvements proposals.
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 proactive to be always 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 first. You are driven and customer focused and you implement reality checks in the process.
  • You have at least 3 years of experience with business and functional analyses and processes ideally within similar kind of business or IT projects.
  • You have experience in customer support, contact center environment or interaction management context and you have affinity with call technology as a senior business analyst/customer journey expert.
  • Your are fluent in Dutch or French AND English.
  • You ideally have relevant experience with communication channels and the utilities they include with also a focus on new technologies in a similar context
  • You have iron-strong delivery (preferably Agile) skills and deliver quickly and accurately together with your team at every step of the process
  • You get things done thanks to your 'can-do' attitude with diligent respect for the (risk) processes. You can take ownership on a mission and show a high level of autonomy. You are capable to take decision both on a tactical as on a strategic level. You can build trust;
  • You are solution-oriented: you relentlessly strive to find the best solution for the client
  • Innovation & evolution by experimenting is part of your DNA: you are interested in how our world (and customers) evolve, and translate this to concrete new ideas & continuous improvements,
  • You are able to build a vision and get your peers and stakeholders to adopt it.
  • You are passionate about change and eager to push it forward
  • You are a strong communicator and can make complex things easy understandable.
  • You lead by example. Thanks to your mature attitude and expertise in managing the delivery process, the team follows your lead.

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 spirit.