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Customer Journey Expert
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At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.
**Job level**: 16
Your role & work environment
Always wanted to work and make the difference for the customer experience in our digital channels?
**Well, then we are looking for you**:
As a Customer Journey Expert (CJE) in the Digital, Assisted & Customer Interaction department (“tribe”), you will part of a team (“squad”) made up of other CJEs and developers, led by a Product Owner and belonging to the Digital Channels BE area, which is responsible to further develop our product simulators.
Your key responsibilities
Drive or contribute to projects aiming to easily show to our customers the benefits of our product offering and help them to make a decision.
Ensure a smooth collaboration and coordination of project groups composed by colleagues of different expertise (UX, data analyst, communication, risk assessors, domain architects, other delivery squads,...).
Ensure knowledge sharing, clear documentation and internal communication of the delivered features or improvements.
Help to define and execute the vision for the web widgets used in the app in collaboration with providers, UX, and all Tribes.
Manage and permanently optimize the different simulators to ensure highest adoption and customer satisfaction.
Stay up to date with the new functionalities offered by providers (both in web and app) in order to identify any opportunity.
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 (CJE) Digital Channels you will also need:
To be customer-driven and want to provide the best experience in the market.
To love collaborating with different people/profile and working within an international context.
To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes.
Proven planning and organizational skills. Profound project management experience is an asset.
Ability to accept the complexity of the organization and find creative solutions to overcome it, ensuring the needed agreements for a timely and impactful delivery.
**Sound stakeholder management skills**: you are capable of building strong and constructive relationships with your stakeholders, based on mutual trust.
**IT affinity**: you know how to work with a team of developers and translate the business needs into clear requirements for them. You understand how the customer journeys connect to the underlying IT landscape, incl. the technical dependencies on components owned by other Tribes.
Analytical and data skills to uncover customer insights.
**Experience with Agile WoW**: you deliver quickly and accurately together with your team at every step of the process.
**Strong communication skills**: written as well as oral. You dare to speak out when needed.
A Master’s degree.
Fluency in Dutch or French AND English.
Minimum 4 to 10 years of professional experience, including experience in digital channels. Retail Banking or web channels experience is a plus.
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 endeavours
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 the DACI Tribe, you can count on a range of opportunities to invest in your personal and professional growth, with the possibility to develop your skills, thanks to the expertise of our international teams and our knowledge sharing culture and practices. An extensive learning proposition in customer experience, digital expertise and soft skills is also available.
Would you like to get to know more? Book a coffee with the hiring manager, a team member, or the recruiter.
