Customer Journey Expert

il y a 3 jours

Brussels, Belgique ING Temps plein

**Customer Journey Expert Chat channel
- Assisted Channels**:
**[Alternative Job title - labour market use]**:
**Technical data function****:
**Work Location : Brussels**
**Hybrid mode**

**Job Profile CJE**

**Job Level 16**

**Work Schedule Full time**
**Sensitive Function: No**
**PCP Function: No**
**Representation costs: No**

**Your role & work environment**:
The chat channel has been launched early 2021 and is constantly growing. Ida, our digital assistant, is answering the clients’ questions since November 2021 and is continuously trained around new topics.

ING’s strategy is to make chat the most important communication channel for our customers in the future.

We are looking for a colleague to contribute to grow the chat channel, in a highly demanding environment and in close collaboration with the numerous stakeholders (CC2.0 platform squads building the features, Client Services, Daily Banking & Digital First and also the NL sister squad “InteractING Chat”).

Our squad, The Goal Diggers, is responsible for:

- the implementation of the chat channel in Belgium
- the training of the digital assistant, in collaboration with Client Services

You will be part of the Assisted Channels Tribe, a cross-border tribe with teams both in BE and NL. As a tribe, we deliver and maintain excellent employee and customer systems and processes to enable customer and employee journeys in all assisted channels. We also set requirements and provide in-depth knowledge and expertise from an employee perspective. And last but not least we develop and manage the Roadmap and Strategy for all our assets.

**Your key responsibilities**:
**Support our squad as a Customer Journey Expert for the chat channel**
- Develop customer journeys to deliver a seamless customer-employee interaction, based on a profound understanding of both the business needs and technical platform
- Stakeholder management is key: you collaborate with different counterparts, business or IT
- End to end responsible for different tracks in parallel:

- define requirements
- manage the different dependencies & stakeholders
- handling the necessary Risk processes
- testing the new features
- communication- Support in writing both business and functional analysis
- Help defining the strategy of the channel and the next best features
- Inspire the Agile Way of Working by playing a facilitating role in your squads

**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 this is also important:

- As stakeholder management is key in this function, you are an **excellent and persuasive communicator**, always handling the discussions with respect and keeping the client in mind.
- You take **ownership** of your different tracks.
- You **get things done**. With a ‘yes-we-can’ attitude, with due respect for process and risk management.
- You love to challenge the status quo and are eager to propose creative solutions to problems.
- A **s**olution-oriented mindset**: you relentlessly strive to find the ideal solution.
- Enhancing the **customer and employee experience** is what gets you going: you get energized by assisting the business providing an excellent customer service.
- **Evolution **is part of your DNA. You are interested in how our world (and customers) evolve and translate that into the continuous improvement of our processes and communication channels.
- You have **iron-strong delivery (Agile) skills** and deliver quickly and accurately
- You are able to work in an **international** context.
- You have min 5 years experience in project management
- You have an **affinity with IT**: you can or are eager to learn how to make yourself the required modifications in the development tool (scripting, not programming).
- Experience in strategic projects, chat, artificial intelligence, Twilio and/or Iris is a plus.
- You are fluent in Dutch or French AND English.

**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 endeavors’
- 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 t

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