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Customer Journey Expert – Assisted Channels

Il y a 3 mois

Bruxelles, Région de Bruxelles, Belgique ING Temps plein

Project Manager Chat & call

Employee | Project / Program management | Professional | Belgium | 16

Hybrid mode (50% office, 50% home), 100% fixed contract

Your work environment & role

Join our team and be part of an exciting opportunity to make a significant impact on the way clients interact with ING.

You will join the Interaction Solutions family within the Assisted Channels area. Our mission is to offer a smart, intuitive interaction experience to our customers and employees while allowing ING to increase its efficiency.

In this role, you will help implementing ING's contact Strategy for Servicing and Sales and allow the client a seamless cross-channeling contact experience, via a.o. call to chat, callbot, service differentiation but also via chat

If you have a passion for turning ideas into reality, a genuine desire to help others succeed, and the drive to stay ahead of the game, then we want you on our team.

The Assisted Channels area is part of the tribe Digital, Assisted channels and Customer Interactions Tribe since January 2024, and it truly is a great place to work

Together, we will shape the future of customer and employee experience at ING.

DUTIES & RESPONSABILITIES

Take end-to-end ownership and responsibility for bringing new features to life, ensuring a seamless employee and client experience:

- Identify and understand employees and client needs and requirements to create valuable solutions.

- Managing stakeholders local and Global

- Translate requirements into clear features and stories for our developers, and coordinate delivery, conduct thorough testing, and communicate updates to users.

- Advocate for communication, collaboration, and cohesion through the Agile Way of Working across teams and stakeholders.

REQUIREMENTS

· Strong organizational and project management abilities (minimum 5 years experience in project management)

· Affinity with IT to understand our features and landscape and collaborate effectively with IT colleagues on solutions.

· Demonstrated autonomy, proactivity, and a "can-do" attitude.

· Strong influencing and persuasion skills.

· Excellent communication skills.

· Fluent in English, with preferably Dutch or French language proficiency.

. Experience in implementing contact strategies, chat capabilities is a strong asset.

· Minimum a bachelor's degree.

Above all, we are seeking candidates who are enthusiastic about making a difference for our employees and clients and have a drive for result

Why should you apply

This is your chance to shape the future of customer contact experience at ING.

Join our informal workplace and be part of an exciting journey towards innovation and success.

Be the entrepreneur of your own career is the key to be successful within ING.