Customer Journey Expert

Il y a 6 mois

Brussels, Belgique ING Temps plein

Customer Journey Expert Universal

Digital Business Banking / Customer Data

50% work from home

A day in the life of a Customer Journey Expert at Customer Data - Data Governance
- Provide expert advice on customer data definitions, customer data exchange models and data mappings.
- Organize and facilitate refinement sessions to clarify and drive decisions on data definitions, mappings by demonstrating impact on customer experience, processes and in life management.
- Document use cases, business scenarios, requirements, acceptance criteria for the implementation of changes aimed at further improving or enhancing one of the data quality dimensions.
- Define and monitor data quality metrics, collect customer and user feedback, perform benchmarks with the goal to continuously improve customer data on the different data quality dimensions.
- Define, implement and improve data governance policies aimed at giving clarity on data definitions, data owners, change and key controls.
- Define viable solutions to manage, improve or enrich customer data on the master data management platforms.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.
- Pro-active approach and strong analytical mind to quickly grasp the essence of what is required.
- Experience in product management, software development, business analysis and change management, consultancy is a plus.
- The Customer Data area is broad in scope and rich in functionality, so to handle the learning curve, previous experience in one or more of the following domains: Customer Data, KYC or Data Management is a strong asset.
- The Customer Data area is at the intersection of business and tech, hence understanding of data models, their impact on business processes and ability to bridge business concepts toward information systems and data driven capabilities is a strong asset.
- Ability to organize and facilitate refinement sessions with a wide range of stakeholders representing business, tech, risk and compliance.
- Ability to be structured and to the point in communication (verbally and written)
- As there is a close day-to-day collaboration with global and external providers, fluency in English is a must.

As a Customer Journey Expert, you will have the opportunity to:

- Take on a role at the heart of the bank’s strategy: customer data is involved in every important step for our customers.
- Have an impact, shaping the next generation customer data management, being involved in bank-wide transformation programs.
- Work on challenging initiatives with concrete opportunities to further grow and realise your ambitions.
- Have access to courses and trainings that allow you to broaden your skillset to deepen your expertise.
- Work in informal, dynamic and international environment

The team

You will be part of the Customer Data area within the Digital Business Banking department. We provide our business and retail 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 data is required in every digital customer journey. Exciting times lie ahead as there are different major transformational programs on going to cater for a next generation digital world.

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