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Customer journey expert-Chat channel in Brussel

  Work Location : BrusselsHybrid modeWork Schedule: Full timeSensitive Function: NoRepresentation costs:... Your role & work... Our digital assistant, Ida has been making us proud by answering customers’ questions...



Work Location : BrusselsHybrid modeWork Schedule: Full timeSensitive Function: NoRepresentation costs: No

Your role & work environment

Our digital assistant, Ida has been making us proud by answering customers’ questions since 2021. Now we’re looking to make chat the most important communication channel for customers and we need you to help make it happen! So, are you the superhero we’re looking for to help take our chat channel to the next level?  If so, read on!

You’ll be working out of the Goal Diggers “squad” within our cross-border Assisted Channels “tribe”. (Yes, we work according to the agile methodology at ING, which has its own special terminology – but you’ll get used to it.) As an integral part of the team, you’ll help drive the implementation of the chat channel in Belgium to anticipate and respond to our customers’ needs more efficiently and effectively.


As a Customer Journey Expert (CJE), you’ll work in close collaboration with the other members of your multidisciplinary squad as well as other CJEs and engineers. All with the aim of:

  • Developing customer journeys that deliver seamless customer-employee interactions
  • Managing stakeholders on both sides of the fence: business and IT
  • Taking end-to-end responsibility for various activities in parallel:
    • Defining requirements
    • Managing dependencies & stakeholders
    • Tackling the necessary risk processes
    • Testing new features
    • Communicating with people in and outside your tribe
  • Helping to write up both business and functional analyses
  • Defining a strategy for the channel while deciding on which new features to develop
  • Keeping the agile way of working alive by also supporting other functions in your squad.


We look for

Are you someone with a natural talent for taking things on? And a knack for making them happen? Always looking for ways to stay a step ahead? But never too far to help bring others along with you? It just so happens we’ve been looking for someone like you to bring bold new ideas to life and embrace challenges in a complex and fast-changing environment. Someone who has a predisposition to working with, listening to and investing in others in order to achieve common goals. Someone who instinctively despises the status quo but loves proposing creative solutions aimed at going beyond it.

Of course, that’s just the beginning. As a Customer Journey Expert, you’ll get a chance to show off and develop all kinds of skills:

  • As stakeholder management is a critical part of this job, your excellent and persuasive communication skills will come in handy, letting you handle every discussion with respect while keeping the customer in mind at every turn
  • Your proactive attitude leads you to take ownership of your various responsibilities
  • You combine  a yes-we-can approach with due respect for process and risk management Your results-oriented mindset makes you relentless in your search for the ideal solution
  • Your outstanding analytical skills mean you apply structure instinctively and never give up in your pursuit of operational excellence
  • You live and breathe customer service and are committed to enhancing the customer and employee experience 
  • To evolve is in your DNA. You are fascinated by how our world (and customers) evolve and translate that into the continuous improvement of our processes and communication channels
  • Your iron-strong delivery skills result in a respect for deadlines and a first-time-right approach
  • If not the experience with working agile, at least the willingness to learn how it works
  • You’re stimulated by working in an international context
  • Your affinity with IT makes you eager to learn how to make the required modifications yourself in our development tool (scripting, not programming)
  • Your experience in strategic projects, chat, artificial intelligence, Twilio and/or Iris is a bonus
  • You are fluent in Dutch or French and English.


We offer you

A clear purpose, flexible compensation and a competitive package with fringe benefits:

  • Personal growth & challenging work with endless opportunities to realise your ambitions
  • A dynamic yet informal workplace with energetic colleagues who support you in your endeavours
  • A progressive and agile way of working, where new ideas are valued ahead of convention.

A hybrid way of working

•           We give our employees the autonomy and flexibility to organize their work however it suits them, while ensuring business continuity, customer service and employee wellbeing.

Opportunities to invest in personal and professional growth:

  • A high-profile project with high visibility, opening the doors to future challenges
  • International teams with diverse expertise and experience
  • A wide range of innovative training courses, development programmes and opportunities for internal mobility.


We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. A journey aimed at empowering our customers to stay a step ahead in life and in business. Care to join us? We’d love to hear from you!




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