UX expert

  • Competitive
  • Brussels, Bruxelles-Capitale, Belgium
  • Permanent, Full time
  • ING
  • 21 Nov 17 2017-11-21

UX expert

User Experience Designer
Full time, Brussels

Your role & work environment

As User Experience (UX) Designer, you are responsible from start to finish for UX research and UX design of digital processes, interfaces and customer communication from a customer / user perspective. In addition, you contribute to the improvement of digital processes. The purpose of your activities is to increase customer satisfaction, user-friendliness and accessibility of ING's digital services in order to achieve an optimal, original and consistent Omnichannel Customer Experience. You work on the basis of quantitative and qualitative data and on validated customer insights.

Within the Omnichannel Tribe you will shape the future of one of the most used banking web and mobile applications in Belgium. You will be surrounded by a young team of more than 150 web professionals with experiences in all the fields of the digital world. You will work according to the Agile way of working which is based on autonomy and easier alignment between the different actors. This way of working will give you high empowerment and accountability. Working incrementally will quickly give you a good view of what you are delivering in your squad / team. You will work in close collaboration with IT, marketing, retail, sales and product management colleagues.

Your key responsibilities

Discover and define
A User Experience Designer explores market trends and market evolutions in his domain. In order to give real customer value and to fully fulfill the customer need the designer will look into all sorts of possibilities and explore different options for concept and design. After thorough exploration, which might include discussion groups with customers or users (i.e. voice of the customer), the designer defines the high level user requirements and a first version of the design.

Create and design
With all information of the exploration design phase the designer creates first versions of the design to be. In collaboration the User Experience Designer combines and weighs user requirements with high level product and commercial requirements. The design and prototype is further detailed and adapted through iterations while the designer acquires and incorporates detailed insights from user tests and usage data.

Alignment
The designer gathers feedback on every version of the design and sets up alignment with the different internal stakeholders (both business and IT). In close collaboration with the stakeholders and by trying and user testing together the design evolves through time. Alignment and collaboration is crucial as the design and first version of the product needs to take all points of view and angles into account, from customer journey perspective through product and process angle.

Voice of the customer
For a designer it is paramount to get a broader and detailed insight on the voice of the customer in different stages of the creation and evolution of the design. This can be taken through different stages, from alignment with different stakeholders over discussion groups with real clients to AB testing by groups of customers of different versions of the design, the prototype or the first version of the product.

Tooling
The User Experience Designer has extensive experience, skill and knowledge on the different wireframing and prototyping software tools (Axure, Invision or equivalent) and in design software tools (Sketch, Photoshop or equivalent). It is important to develop and expand this knowledge and make sure the latest evolutions and versions in tooling are followed and acquired .
We look 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.
As UX Designer you will also need:

Problem analysis and judgment
Recognizing important information, signaling problems, researching, analyzing using different techniques, linking and anticipating is the order of the day in this function. Works on the basis of data. Has a focus on the "why" at the customer and asks for this asset. A strong analytical ability and a healthy dose of curiosity is therefore indispensable. Is able to name and describe a problem as a starting point for improvements.

Creativity
The User Experience Designer designs and designs original and appropriate solutions for questions or issues related to the function. Is able to generate multiple solution directions and concepts per problem statement. Can consider a problem statement from multiple angles and switch between conceptual detail levels quickly. Has critical self-reflection regarding own / other solutions. Uses existing elements, but, if necessary, consider new elements or methods to replace or in addition to existing ones.

Customer focus and customer interest at the center
The User Experience Designer acts in the interests of the customer / user. Examines customer / user wishes and needs and anticipates this. Has a control / challenger task on quality and customer focus in establishing customer journeys. Translates customer insights into design principles.

Collaborate
Is the principal competence that lies within an agile organization. For User Experience Design, insights and knowledge from all disciplines are conditional on achieving optimal results. In order to be able to deliver team performance, trusting and encouraging each other is important. Providing feedback (and asking and receiving feedback) plays an important role in continuously improving collaboration and team development. Each team member has an active role in it. UX often plays a connecting role as a link between Customer Journey and Development.

We offer you
A clear purpose, a unique offer and a range of flexible compensation and other benefits:

  • Personal growth & challenging work with endless opportunities to realise your ambitions
  • An informal, dynamic environment with innovative colleagues supporting your endeavours
  • A progressive and agile way of working, where new ideas are valued ahead of convention
Furthermore, within the Omni-Channel tribe, you can count on a range of opportunities to invest in your personal and professional growth with:
  • The possibility to participate in courses and trainings
  • Challenging projects & a steep learning curve
  • Personal coaching from Agile Coaches

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!