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Customer Journey Expert for Customer Data – Digital Business Banking

  • ING Group
Brussels, Belgium
Full-time
Published:
  • ING Group
Brussels, Belgium
Full-time
Published:

YOUR ROLE AND WORK ENVIRONMENT:

You will be part of the Customer Data area within the Digital Business Banking department. We provide retail and business customers with digital and user-friendly processes to manage their data, while complying with relevant regulatory requirements, such as GDPR and KYC. We ensure that these data are well managed, up to date, and protected.

Within this area, you will be in the centre of the Bank, serving both the internal and external worlds. As Customer Journey Expert, you will shape the digital evolution of customer data processes and applications. In everything you do, you will always keep the customer at heart.

YOUR KEY RESPONSIBILITIES:

Design, monitor and improve customer journeys for managing data

  • Map customer journeys related to the management of their data;

  • Analyse the customers’ needs and pain points with regards to the management of their data;

  • Formulate viable solutions to improve the customer experience;

  • Document and prepare training material and procedures for other colleagues;

  • Continuously improve customer journeys based on customer feedback, metrics, or benchmarks.


Deliver differentiating customer experiences

  • Take a leading role in the implementation of differentiating customer experience initiatives, tools, and processes;

  • Collaborate closely with IT engineers as one team (squad), to make things happen;

  • Validate solutions by executing end-2-end user tests, raise and communicate problems with the team (squad);

  • Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.


Ensure compliance with regulatory requirements

  • Gain understanding of the regulatory needs in Customer Data and proactively work out solutions;

  • Follow the appropriate procedures on Risk Management.


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 a Customer Journey Expert for Customer Data, you will also need

  • A University degree;

  • Minimum 3 - 5 years of working experience, of which minimum 1 year in digitalization/delivery of customer journeys;

  • Experience with data analysis and project delivery;

  • Fluency in English (and French or Dutch is a plus);

  • IT savviness and ability to interact with IT colleagues;

  • Ability to organize your own work in function of team priorities;

  • A can-do and proactive attitude, and strong customer focus;

  • Openness to give and receive feedback.


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.


A hybrid way of working:

  • We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.


Furthermore, within the Digital Business Banking department, you can count on a range of opportunities to invest in your personal and professional growth with:

  • A role at the heart of the bank’s strategy: customer data is involved in every important step for our customers;

  • A rich offering in courses and trainings, both on technical and soft skills;

  • Challenging projects & a steep learning curve.


WE REDEFINE BANKING. WHAT ABOUT YOU:

We’re on a journey that’s centred around our customers, powered by technology, driven by smart and 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!
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