Customer Journey Expert for Customer Data

il y a 1 semaine

Brussels, Belgique ING Temps plein

**Customer Journey Expert for Customer Data - Digital Business Banking - Brussels**:
**Technical data function***:
Your role & work environment

You will be part of the Customer Data area within the Digital Business Banking department. We **provide our retail and business 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.

**Your key responsibilities**:
**Design, monitor and improve customer journeys for managing data**
- Map customer journeys related to the management of their data
- Analyse the customers’ needs and pain points with regards to the management of their data
- Formulate viable solutions to improve the customer experience
- Document and prepare training material and procedures for other colleagues
- Continuously improve customer journeys based on customer feedback, metrics, or benchmarks

**Deliver differentiating customer experiences**
- Take an active part in the implementation of differentiating customer experience initiatives, tools, and processes
- Collaborate closely with IT engineers as one team (squad), to make things happen
- Validate solutions by executing end-2-end user tests, raise and communicate problems with the team (squad)
- Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment

**Ensure compliance with regulatory requirements**
- Gain understanding of the regulatory needs in Customer Data and proactively work out solutions
- Follow the appropriate procedures on Risk Management

**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 for Customer Data**, you will also need:

- A University degree
- Minimum 3 - 5 years of working experience, of which minimum 1 in one or more of the following domains: digitalization, business analysis, KYC, customer data, or onboarding
- Experience with data analysis and project delivery
- Fluency in English (and French or Dutch is a plus)
- IT savviness and ability to interact with IT colleagues
- Ability to organize your own work in function of team priorities
- A can-do and proactive attitude, and strong customer focus
- Openness to give and receive feedback.

**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 Digital Business Banking department, you can count on a range of opportunities to invest in your personal and professional growth with**:

- A role at the heart of the bank’s strategy: customer data is involved in every important step for our customers
- A rich offering in courses and trainings, both on technical and soft skills
- Challenging projects & a steep learning curve

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

We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that

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