Senior Customer Journey Expert

Sr. Customer Journey Expert - Payments

**Brussels, function level 16**

**Your role & work environment**

As a CJE being part of the Payments Tribe - Payments, it is your responsibility to ensure that the customer experience is smart, personalized and seamless with digital and user friendly processes taking all requirements and hazards into consideration. Our customers feel our people are empowering them to stay a step ahead in life and in business.

The Payments Tribe is composed of 4 domain areas: Payments, Cards, Merchant Solutions and a digital domain. The “Payments” area covers several products like SEPA Credit Transfers and Direct Debits, International Payments, Cheques and Reporting.

**Your key responsibilities**
- Actively contribute your skills and competencies to our multi-disciplinary self-steering teams
- Be able to analyse and design business processes and customer journeys
- Gaining a profound understanding of the market and our customers
- Take end-to-end responsibility of a customer’s journey from information requisition to purchase and servicing
- Helping to improve the quality of the ING’s communication via the different channels and touch points
- Independently manage your own workstream(s) as part of the team’s project(s)
- Actively participate and, if necessary, take initiatives to improve the collaboration between different stakeholders, and colleagues in other teams with the aim to create even more added value for our customers
- Manage your stakeholders in terms of expectations, dependencies, buy-in and make sure the delivered solution fit the customers’ needs
- Be an ambassador of the Agile way of working within your squad and tribe

**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 Sr. CJE you are / have:

- Driven and customer focused
- Loving to collaborate with people and be able to motivate, empower, challenge and stimulate them
- Strong analytical and investigation skills
- Data and process modelling skills
- Capable of acquiring a good functional understanding of automated processes and computer systems
- Able to understand the bigger picture
- Able of coordinating changes with several intervening parties
- Proven planning & organizational skills
- Have outstanding communication skills
- Passionate about innovation and new market trends
- Have a product vision and demonstrate it
- Able to work in an autonomous way, to take initiative and to take decisions
- Making things happen thanks to your ‘can do’ attitude
- Problem solving mindset
- Keen to learn fast
- Entrepreneur attitude
- Fluent in English and Dutch or French
- Master degree with a minimum of 5 years relevant experience
- Experience in the Payments domain 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

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

There has never been a more interesting time to work at ING. 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