Customer Journey Expert

Il y a 2 mois

Brussels, Belgique ING Temps plein

**Customer Journey Expert - Assisted Channels - Call(bot), Video, Messaging**

**Technical data function**

Work location : Brussels
Hybrid mode : 2 days in the office
Function Class : 16
Function Code : Customer Journey Expert - Channel Management III
Work schedule : 100%
Sensitive Function : No
PCP Function : No

**We redefine banking. How about you?**

There has never been a more interesting time to work at ING. We’re on a journey that is centred around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. Something we are very proud of and something we want you to be a part of

Want to work for a bank that values honesty, integrity and responsibility? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers via our agile way of working ? If so, then read on. Because ING might very well be your next employer.

**Your role & work environment**

**We Are**

In **Assisted Channels** you will be in the heart of ING, part of a tribe of more than 350 business and IT professionals, located in Belgium and The Netherlands.
- setting the strategic direction towards employee sales and service tooling and responsible for the implementation.
- responsible for the building and evolution of the (ING Group) global call center platform and global CRM platform.
- responsible for the brick-and-mortar branch network, ATM and cash strategy and operations.
- responsible for Artificial Intelligence to increase our learning and develop concrete use cases in this field (chatbot, callbot, voice assistants, intelligent operations,).

In essence we are passionate about our employees so they can delight our customers.

**Your role & work environment**

The **product domain** in which you will be active is **_Twilio _**(Call(bot), Video, Messaging, Chat(bot)). This means that you show a keen interest in not only understanding, but also continuously improving the way our employees are available for, interact and share information with our customers via different interaction channels.

**As a Customer Journey Expert You Are**:
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.

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

- defining requirements
- managing the different dependencies & stakeholders
- handling the necessary Risk processes
- testing the new features
- communicating the changes towards the stakeholders- Help defining the strategy of the channels and the next best features
- Inspire the Agile Way of Working by playing a facilitating role in your squads

**We are looking for**:

- Enhancing the **customer and employee experience** is what gets you going: you get energized by assisting the business providing an excellent customer service.
- You are an **excellent and persuasive communicator**, i.e. you speak your stakeholder’s language.
- You **get things done**. With a ‘yes-we-can’ attitude, with due respect for process and risk 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).
- You are **solution-oriented**: you relentlessly strive to find the ideal solution.
- You love to challenge the status quo and are eager to propose creative solutions to problems.
- **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 are fluent in Dutch or French AND English.
- You have min 5 years experience, ideally in project management.

**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 w

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