Customer Journey Expert Digital Services

**Customer Journey Expert Digital Services (CJE)**

(15/16)

**Brussels, 100% fixed contract**

**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 centered 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**

**As a Customer Journey Expert (CJE) Digital Services**, your challenge is to offer our clients the best mobile customer experience for their financial needs in every important step of their life by leveraging on our digital capabilities.

You will analyze the needs and behaviors of our customers, armed with those insights, you will design, develop and optimize customer journeys to create the **best mobile experience. **With the help of your stakeholders, you will develop **new digital services and enablers **and **optimize existing ones** in order to facilitate the journey of our clients, guiding them from assisted channels to mobile.

Your success indicators will be the **adoption** of the digital services, adoption of the chat channel in the ING Banking app and the growth of our mobile active clients portfolio.

You are part of the area ‘Customer Channel Experience’ of the tribe **Daily Banking & Mobile First**, and you will strongly collaborate with other tribes.

**Your key responsibilities**
- You develop mobile customer experiences that delight our clients in a smart, easy and personal way.
- You translate the strategy of ING and your tribe to concrete initiatives within the scope of digitally servicing/enabling our clients
- You will measure and improve digital and assisted servicing processes and customer journeys
- You analyze client behavior to optimize the customer journey & drive digital servicing.
- You analyze the feasibility and the value of opportunities
- You develop the ideal communication, content & channel mix based on customer needs, with the objective to increase the usage of our digital servicing.

**We are looking 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.
- You put the customer first. You have a strong affinity with the private individuals markets and the rapidly changing customer needs.
- You have a 5 to 10 years in the banking sector and a strong belief that mobile is the way forward (experience in digital marketing, content management and/or innovation is a plus).
- You have experience in measuring and optimizing customer journeys.
- Change, innovation & testing is part of your DNA: you are interested in how the world evolves, and translate this into the continuous improvement of our customer propositions & way of working.
- Experience in the sales environment is a plus
- You hold a Master’s degree or are qualified with relevant experience.
- You are fluent in Dutch or French AND English.

**We offer you**

A brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude.

The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.