Customer Journey Expert – Roll-out New Interaction Platform

  • Competitive
  • Bruxelles, Bruxelles-Capitale, Belgique
  • CDI, Plein-temps
  • ING
  • 21 févr. 18 2018-02-21

Customer Journey Expert – Roll-out New Interaction Platform

Customer Journey Expert: responsible for roll-out new interaction platform
Assisted Channels
Brussels, 100% fixed contract

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!
Would you like to work for a bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your NDA? Do you want to make the difference for our customers thanks to our agile way of working ? We invite you to check out our introductory movie: https://www.youtube.com/watch?v=NcB0ZKWAPA0 . Do continue reading, because ING might very well become your future employer.
Your key responsibilities
WHAT you will do
o Your team ('squad') is responsible for the roll-out of a new interaction platform that will be ensure each customer can get it touch with the right employee via the communication channel of his choice. By doing so, you directly contribute to ING's new distribution model, focusing on our centralized service teams.
o As the product owner of the squad, you lead the self-organizing execution team via a clear planning, alignment with other squads and stakeholders, and a continuous check with the strategic and tactical roadmap of your department ('tribe').
o As Customer Journey Expert, you understand how each specific business team interacts with its customers, via the different communication channels (call, email, webforms, etc.).
o Next, you will assist designing and constructing customer journeys that ensure the best possible interaction between our customers and employees, in tune with the specificities of each communication channel.
o You will also (partly) script the user stories deriving from the customer journeys.
o In addition, you will align the interaction management with both the new employee portal (interface), the CRM tool and the transactional portal.
HOW you will get it done
o You apply the Agile Way of Working: close collaboration with colleagues of different expertise within self-steering teams according to the Agile incremental delivery model.
o You are both communicatively and analytically very skilled: you can get to the essence of the needs, no matter the seniority level of your stakeholder. Also, you switch easily towards not only translating the need into functional requirements.
o You have an affinity with IT: you can or are eager to learn how to make yourself the required modifications in the development tool (scripting, not programming).
o You are solution & improvement-oriented: as the technologic platform is new, you quickly understand both the total employee & customer experience. As such, you come up with effective improvements in the total interaction tooling platform (interaction management.-CRM).
o You understand the importance of building bridges: the only way to the solution is by working together, sharing information and bringing people together.

We are looking 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.

  • Ideally, you have experience in a Contact Centre or interaction management context.
  • You are solution-oriented: you relentlessly strive to find the ideal solution.
  • You put the customer first: driven and customer-focused, you implement reality checks in the process.
  • You get things done. With a 'yes-we-can' attitude, with due respect for process and risk management.
  • Evolution is part of your DNA. You are interested in how our world (and customers) evolve and translate that into the continuous improvement of our processes and communication channels.
  • You have iron-strong delivery (Agile) skills and deliver quickly and accurately, guiding the team through every aspect of the process (from requirement gathering to project coordination and testing).
  • You are able to work in an international context.
  • You lead by example. Thanks to your mature attitude and expertise in managing the delivery process, the team follows your lead. As such, you spontaneously share your best practices and are capable of giving on-the-job coaching.
  • You are fluent in Dutch or French AND English.
  • You hold a Master's degree or similar by experience, with 1 to 4 years of experience in business analysis.

We offer you
A brand new position in a bank empowering people to develop their skills, and an exciting challenge for people with an entrepreneurial attitude.