Customer Journey Expert CRM

**Customer Journey Expert CRM**

(Assisted Channels Tribe)

**Technical data function**
Work location : Brussel
Possibility of 50% work from home on the basis of a team agreement
Function Code : Customer Journey Expert - Channel Management III
Work schedule : 100%
Sensitive Function : No
PCP Function : No

If you have a** talent for taking it on and making it** **happen, **enthusiasm for** helping others to be successful **and proactive to **be always 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 the 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 easiest 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, developers, testersand many other talents.

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, both local and global.

As **Customer Journey Expert (CJE) CRM**, you will work on our CRM Platform, which connects everything we know about our customers. It gives our customer interacting employees the complete & up-to-date overview of each customer & helps them to optimally support all their customers. In addition, they can schedule appointments, register tasks and register leads & opportunities (sales). As **CJE** **CRM** it is your purpose to provide user friendly, effective, cost efficient, and high availability CRM capabilities to our customer interacting employees.

**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**:

- A **Customer/ Employee-Focused** Approach
- Excellent **stakeholder management** skills
- **Effective communication** skills and experience in explaining complex issues in an **easy-to-understand** way to get people on board
- Strong **analytical 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**: account management activities and support processes (lead conversion, opportunity management, case management, etc.)
- Prior **experience in Salesforce** consulting and/or configuration/ administration/ analysis, Sales Cloud and/or Service Cloud is an asset
- Knowledge of **Agile** delivery methodology is an asset
- **Be organizational savvy** and maneuver easily through the complex policies, processes and organizational dynamics.

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 realise 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