Digital Customer Journey Expert - Business Banking in Brussel

Digital Customer Journey Expert – Business Banking - Brussels

Your role & work environment

As a Digital Customer Journey Expert in Business Banking, your mission is to offer our clients a differentiating customer experience for their financial needs in every important step of their life by leveraging our digital capabilities.

You will analyse the market and identify the emerging needs & behaviours of our customers when they are dealing with their finances. Armed with those insights and by levering our digital strategy, you will contribute to develop the digital roadmap in order to drive the satisfaction of our customers & a sustainable growth of the Business Banking segment in Belgium.

You will together with your teammates, identify, analyze and implement digital capabilities for our clients. You will be involved in digitizing operational processes as well as in developing innovate services.

Your success indicators will be the overall customer satisfaction, the growth and profitability of the Business Banking segment. A segment focused on independents, Micro-companies, SME’s, Midcorporates and Institutionals. 

Your key responsibilities

• Follow-up on the digital roadmap for business clients across the different products & channels and report & communicate on it to stakeholders
• Collaborate on the future vision on digital business banking (e.g. channel management)
• Be the voice of the business segment in various digital projects
• Take action to inform and train the commercial and customer support colleagues on the evolutions of the digital business channels
• Exchange with other ING segments and ING countries on the digital capabilities for our customers
• Work together with colleagues in other ING countries to develop the next level of Personalized Business solutions

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 wants to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Digital Customer Journey Expert you will also need:

• You hold a Master’s degree or/and are qualified with relevant experience of min 10 years.
• You have experience in a digital role, knowledge about channel management is a must. It’s a plus if this experience is within the financial services, accounting or B2B software sector.
• You put the customer 1st. You have a strong affinity with business customers of all sizes and the rapidly changing customer needs.
• Experience in change projects as business analyst or project manager is a must.

• Passionate about customer experience, digital applications and a deep interest in digital evolutions.
• Ability to influence, work effectively, across all levels and transversally.
• Ready to apply a ‘dare to do’ attitude, especially eager to take our digital goals to the next level with respect for the risk processes.
• You love collaborating, in multidisciplinary and self-steering team.
• Change, innovation & testing is part of your DNA.
• You are fluent in Dutch or French and English.

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

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

• the possibility to participate in courses and trainings
• challenging projects & a steep learning curve

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!