Customer Journey Expert Channel Management III / Digital Business Channels
Segment Focus
| 100% fixed contract | Brussels| 50% Home Work possible on the bases of a team agreement
Your role & work environment
In Digital Business Channels, we orchestrate ING Market Leader’s Digital Business Channel as a holistic product. Our mission is to build the digital Go 2 Place for our business clients to run & grow their business. We do this in close collaboration with retail, segments, CLTs, product tribes and group entities, as well as internal development through experienced front end delivery squads. Our highest priority is to improve our current offering by reassuring highly available & reliable services, a top-notch Customer experience, and a gradual decommissioning of older applications to ensure a consistent look and feel. In parallel, we drive further digitalization through programmes such as Traffic Lights and Route24.
As a Customer Journey Expert (CJE) Digital Business Banking Channels / Segment Focus, you will analyse the behaviour of our specialized segments of business users (Privalis, MidCorp, Corporate, Institutionals) when banking on their digital channels. Armed with insights into what they look for, the actions they perform and what they expect, you will help design and build end-to-end customer journeys that ensure the best possible digital experience for our business users.
As a CJE, you will work in close collaboration with your colleagues from different Tribes and third-party providers to enhance the customer experience and thus improve the Net Promoter Score of the segment specific products (Telelink, Isabel, ING Multi Mandate, …). You will achieve that by promoting the journeys already available in the Business Digital Channels, by migrating existing functionalities onto OneWeb Pro (and possibly OneApp Pro), by identifying improvements on the existing journeys or new features that will meet the specific needs of the business customers. You take on the role of a road manager to orchestrate the delivery of features for these business clients coming from different entities.
Your key responsibilities
Ensure an excellent customer experience on our digital business channels
- Collect market and competition insights to have a deep understanding of client’s digital business channels’ needs.
- Explore customer needs by analysing the customers’ feedback collected via The Voice or other sources and by using standard ING methodology and tools (interviews, customer journey maps, hypothesis cards, experiments …). Experience with PACE is therefore a plus.
- Based on those needs, write detailed business requirements and contribute to the business analysis for digital channels’ features and customer journeys, within the risk, legislation and regulatory frameworks but also in line with the Tribe OKRs. Identify business functionalities that need to be migrated to OneWeb PRO and coordinate their integration in collaboration with IT teams.
- Keep a good level of knowledge of digital trends and banking products.
Work in an Agile way
- Work closely together with colleagues with different expertise in self-steering squads (UX, data analyst, communication, developers, ops engineers,….).
- Exercise freedom in defining the goals, resources and deadlines for each element you deliver as a team.
- Deliver both minor and major improvements together with your team, while retaining full end-to-end responsibility over every delivery.
- Understand the importance of continuous communication: within your team, with other teams and with stakeholders.
- Make clear documentation (Business Analysis and User Flows or low-fidelity wireframes) to support the IT development.
- Test (User Acceptance Testing), release, and manage the features delivered by your squad.
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 Customer Journey Expert (CJE) Digital Business Banking you will also need:
- A Master’s degree.
- Minimum 5 years of professional experience, including experience in Digital transformation or Digital Channels. Experience in a B2B environment is a pre-requisite with affinity of the more complex business clients
- Fluency in Dutch or French AND English.
- Strong analytical skills to interpret data and uncover customer insights.
- You put the customer 1st. You are driven and customer focused; you have a passion for Customer Experience
- You are proactive: you take initiative and work autonomously
- You have strong communication skills and create content with the help of a copywriter but can also host a workshop to clarify the requirements or discuss a solution.
- You are good at project management and know what to do to get things done on time. You have previous experience in delivery and has acted as a programme or road manager.
- Excellent stakeholder management is essential: you love collaborating with different people and working within an international context.
- You are structured in your approach and deliveries.
- You can write clear Business Requirements or create User Flows or low-fidelity prototypes to give clear functional requirements to team in charge of making the developments.
- You have experience with working with IT and an appetence for tech: you are not afraid of jumping from business to technical discussions.
- You are flexible, adaptive and a quick learner: you are curious to discover the different aspects of digital business banking and are willing to work in different squads.
- Evolution is part of your DNA: you are interested in how our world (and customers) evolve and translate this into the continuous improvement of our processes and communication channels.
- You deliver quickly and accurately together with your team at every step of the (agile) process.
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
- The support of your Product Lead to help you grow as a CJE
Furthermore, within the Digital Business Banking Tribe, you can count on a range of opportunities to invest in your personal and professional growth with:
- Challenging projects to build the best digital business 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?
There has never been a more interesting time to work at ING. We’re on a journey that’s centered 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!
