Customer Journey Expert Mobile App Platform in Brussel

Work Location : Sint-Michielswarande 60, 1040 Brussels
Possibility of ~60% work from home on the basis of a team agreement

Job Profile: Customer Journey Expert - Channel Management II 

Job Level: 15 

Work Schedule: 100%
Sensitive Function: No
PCP Function: N/A
Representation costs: No

As a Customer Journey Expert (CJE) on the platform side of the mobile app, you will work on core capabilities development, support the team in technology updates, and, also continuously improve global processes such as release management or app versioning.

You will work in the Global Platform team (“squad”), which is part of our Digital & Customer Interactions department (“tribe”), responsible for important shared core components for ING’s global mobile banking app such as the release pipeline, feature toggle or analytics. Foundations that are used in Belgium, the Netherlands, Germany and Luxemburg.

Participate in the daily squad activities

• Have the business knowledge of the existing core capabilities (e.g. analytics, feature toggle, app version management, block login, experiments module, …).
• Act as business SPOC for these shared capabilities and provide support to different teams.
• Collaborate with the IT engineers in the team.
• Work on the globalization and documentation of processes used by all mobile teams (e.g. incident management, testing, security, bug management, release management, copy management, risk management…).
• Help in the resolution of incidents.

Project contribution and management

• Contribute to translating the new mobile vision and strategy into clear new core capabilities.
• Manage projects to develop those capabilities together with the team.
• Prepare and validate these new features.
• Ensure clear, structured and complete communication in case of major changes.
• Drive technology and other types of migrations based on the input coming from the team.
• Actively collaborate with different stakeholders (internal and external).

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 (CJE) App Platform you will also need:

• A Master’s degree.
• Minimum 5 to 10 years of professional experience, including experience in mobile applications or digital channels.
• IT processes experience: experience in processes such as release management, bug management, incident management, testing, etc.
• Strong IT affinity: understand how the mobile app customer journeys connect to the underlying IT landscape.
• Fluency in Dutch or French AND English.
• Strong analytical and data skills to uncover customer insights.
• Iron-strong delivery skills: you deliver quickly and accurately together with your team at every step of the process.
• To love collaborating with different people and working within an international context.
• To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes.
• You are structured in your approach and deliveries.

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

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 & Customer Interactions department, you can count on a range of opportunities to invest in your personal and professional growth with:

• Challenging projects to build the best digital bank.
• The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture and practices.
• Extensive learning proposition in customer experience, digital expertise, soft skills and more.

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!