Customer Journey Expert CRM, null

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique TN Belgium Temps plein

Social network you want to login/join with:

BRUSSELS / FULL TIME / HYBRID / COURS-SAINT-MICHEL

If you have a talent for taking it on and making it happen, enthusiasm for helping others to be successful, and a proactive attitude to always be a step ahead, then you are the one we need to make a difference for our ING customer interacting workforce.

As a Customer Journey Expert (CJE), you will work following a framework driven by autonomy and alignment. This way of working will bring you empowerment and accountability on your delivery; it will also bring added value to our customers as you will deliver faster and more efficiently.

You will work as part of a multidisciplinary squad/team with highly skilled people, from business analysts and customer journey experts to designers and developers.

At Assisted Channels, we are passionate about our employees so they can delight our customers. The Tribe is responsible for the tooling available for the ING customer interacting workforce.

As Customer Journey Expert (CJE) CRM, you will work on our CRM Tooling, which provides our customer interacting employees with a complete & up-to-date overview of each customer and helps them optimally serve all our customers. Our main CRM capabilities allow employees to book appointments, handle leads (sales), and manage service requests or complaints.

As a CJE CRM, your purpose is to provide user-friendly, effective, cost-efficient, and high-availability CRM capabilities to our customer interacting employees. It's an exciting time to join the CRM Product Area as we have just started a major Transformation Program and are rebuilding our CRM platform.

Your key responsibilities

  1. Take ownership of one or more CRM capabilities (end-to-end) with an entrepreneurial mindset, meaning you are accountable for the capability vision, including functionality, technology, and user experience design.
  2. Maximize business value and define the capability roadmap through prioritization, considering relevant stakeholder needs.
  3. Have a customer/employee focus, building strong customer/employee relationships and delivering customer/employee-centric solutions.
  4. Communicate effectively and adapt your style and the content of your communication to the needs of others you work with.
  5. Work in close collaboration with IT teams, IT architects, developers, and users of the CRM capabilities.
  6. Strong work experience and a proven track record as Business Analyst and/or in product/service/project management.
  7. Solid experience in Business to IT delivery.
  8. Solid understanding of the ING IT landscape.
  9. A Customer/Employee-Focused Approach.
  10. An excellent level of English.

Are you also someone who …

  1. Is Tech savvy and anticipates and leverages innovations in digital and technical applications that make ING stronger and more effective.
  2. Shows a high level of autonomy and proactivity (make things happen thanks to your 'can-do' attitude with diligent respect for the processes).
  3. Has good knowledge of CRM capabilities: Lead Management, Services and Complaints, Request and task management, Appointment Booking, etc.
  4. Prior experience in ING Tooling as IRIS is a significant asset.

Be organizational savvy and maneuver easily through complex policies, processes, and organizational dynamics.

Knowledge of Agile delivery methodology is an asset.

Above all, you are keen and motivated to work in a changing environment based on an Agile Way of Working and excited about the idea of working in a multidisciplinary squad/team within the Assisted Channels tribe, where you will report to the CRM Product Lead.

The Company

There has never been a more interesting time to work at ING. We're on a journey that is focused on our customers, powered by technology, and driven by smart, determined people through the Agile Way of Working. All working to empower our customers to stay a step ahead in life and in business.

We offer you

  1. A clear purpose, a unique offer, and a range of flexible compensation and other benefits.
  2. Personal growth & challenging work with endless opportunities to realize your ambitions.
  3. An informal, dynamic environment with innovative colleagues supporting your endeavors.
  4. A progressive and agile way of working, where new ideas are valued ahead of convention.

Furthermore, within the Assisted Channels Tribe, you can count on a range of opportunities to invest in your personal and professional growth.

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