Customer Journey Expert for Customer Data - Brussels, België - ING

ING

Geverifieerd bedrijf

Brussels, België

1 week geleden

Geplaatst door:

Sophie Dubois

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Beschrijving

Customer Journey Expert for Customer Data - Digital Business Banking - Brussels:

Technical data function:

Your role & work environment

You will be part of the Customer Data area within the Digital Business Banking department.

We
provide our retail and business customers with digital and user-friendly processes to manage their data, while complying with relevant regulatory requirements, such as GDPR and KYC.

We ensure that these data are well managed, up to date, and protected.

Your key responsibilities:

Design, monitor and improve customer journeys for managing data

Map customer journeys related to the management of their data
Analyse the customers' needs and pain points with regards to the management of their data
Formulate viable solutions to improve the customer experience
Document and prepare training material and procedures for other colleagues
Continuously improve customer journeys based on customer feedback, metrics, or benchmarks

Deliver differentiating customer experiences

Take an active part in the implementation of differentiating customer experience initiatives, tools, and processes
Collaborate closely with IT engineers as one team (squad), to make things happen
Validate solutions by executing end2end user tests, raise and communicate problems with the team (squad)
Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment

Ensure compliance with regulatory requirements

Gain understanding of the regulatory needs in Customer Data and proactively work out solutions
Follow the appropriate procedures on Risk Management

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 for Customer Data, you will also need:

A University degree
Minimum 5 years of working experience, of which minimum 1 in one or more of the following domains: digitalization, business analysis, KYC, customer data, or onboarding
Experience with data analysis and project delivery
Fluency in English (and French or Dutch is a plus)
IT savviness and ability to interact with IT colleagues
Ability to organize your own work in function of team priorities
A cando and proactive attitude, and strong customer focus
Openness to give and receive feedback.

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

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

A role at the heart of the bank's strategy: customer data is involved in every important step for our customers
A rich offering in courses and trainings, both on technical and soft skills
Challenging projects & a steep learning curve

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