Customer Journey Expert CRM

il y a 1 mois

Brussels, Belgique ING Temps plein

**Customer Journey Expert CRM**

(Assisted Channels Tribe)

**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 proactive to **always be a step ahead**. If you strive to bring **fresh ideas to life** and **embrace challenges in a fast-changing and complex environment**. Then, you are the one we need to make the difference for our ING customer interacting workforce.

**As a Customer Journey Expert (CJE)**, you will work following the **Agile Way of Working** which is 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 in a more efficient way.

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

At **Assisted Channels** ‘We are passionate about our employees so they can delight our customers’. As such, the Tribe is responsible for tooling available for the ING customer interacting workforce.

As **Customer Journey Expert (CJE) CRM**, you will work on our CRM Tooling, which gives our customer interacting employees the complete & up-to-date overview of each customer & helps them to optimally serve all our customers. Our main CRM capabilities allow the employees to Book Appointments, handle Leads (sales) and Service Requests or Complaints.

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

**Your key responsibilities**:

- **Take ownership of one or more CRM capabilities** (end-to-end) with an entrepreneurial mindset, which means you are accountable for the capability vision, including functionality, technology and user experience design.
- **Maximize business value and define the capability roadmap** through prioritization, under consideration of relevant stakeholder needs
- Have a **customer/ employee focus**, where you build strong customer/ employee relationships and deliver customer/ employee-centric solutions
- ** Communicate effectively** and adapt your style and the content of your communication to the needs of others you work with.
- Work in **close collaboration with IT teams**, IT architects, developers & users of the CRM capabilities.

***We look for**:

- Strong work experience and a proven track record as **Business Analyst** and/or in **product/service/project management**:

- Solid experience in **Business to IT delivery**:

- Solid **understanding of the ING IT landscape**:

- A **Customer/ Employee-Focused** Approach
- Excellent **stakeholder management** skills
- **Effective communication** skills
- An **excellent level of English**:

- A **Master’s Degree**

**Are you also someone who **

***
- Shows high level of **autonomy and proactivity** (make things happen thanks to your ‘can-do’ attitude with diligent respect for the processes)
- Has good **knowledge of CRM capabilities**: Lead Management, Services and Complaints, Request and task management, Appointment Booking, etc.
- Prior **experience in ING Tooling as IRIS **is a big asset
- **Be organizational savvy** and maneuver easily through the complex policies, processes, and organizational dynamics.
- Knowledge of **Agile** delivery methodology is an asset

But above all, you are keen and motivated to work in a changing environment based on an Agile Way of Working and excited by 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 focussed 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**

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

- Personal growth & challenging work with endless opportunities to realize 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

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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