Customer Journey Expert - Channel Management III

GJA 16

Customer Journey Expert CRM

(Assisted Channels Tribe)

BRUSSELS / FULL TIME / HYBRID/ COURS-SAINT-MICHEL

If you have a talent for taking it on and making it happen, enthusiasm for helping others to be successful and proactive to always be a step ahead. If you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. Then, you are the one we need to make the difference for our ING customer interacting workforce.

As a Customer Journey Expert (CJE), you will work following the Agile Way of Working which is driven by autonomy and alignment. This way of working will bring you empowerment and accountability on your delivery; it will also bring added value to our customers as you will deliver faster and in a more efficient way.

You will work as part of a multidisciplinary squad/team with highly skilled people, from business analysts and customer journey experts to designers, developers… and many other.

At Assisted Channels ‘We are passionate about our employees so they can delight our customers’. As such, the Tribe is responsible for tooling available for the ING customer interacting workforce.

As Customer Journey Expert (CJE) CRM, you will work on our CRM Tooling, which gives our customer interacting employees the complete & up-to-date overview of each customer & helps them to optimally serve all our customers. Our main CRM capabilities allow the employees to Book Appointments, handle Leads (sales) and Service Requests or Complaints.

As CJE CRM it is your purpose to provide user friendly, effective, cost efficient, and high availability CRM capabilities to our customer interacting employees. It's a very exciting moment to join the CRM Product Area as we are in a major Transformation Program and are rebuilding our CRM platform.

Your key responsibilities

• Take ownership of one or more CRM capabilities (end-to-end) with an entrepreneurial mindset, which means you are accountable for the capability vision, including functionality, technology and user experience design.
• Maximize business value and define the capability roadmap through prioritization, under consideration of relevant stakeholder needs
• Have a customer/ employee focus, where you build strong customer/ employee relationships and deliver customer/ employee-centric solutions
• Communicate effectively and adapt your style and the content of your communication to the needs of others you work with.
• Work in close collaboration with IT teams, IT architects, developers & users of the CRM capabilities.

 We look for

• Strong work experience and a proven track record as Business Analyst and/or in product/service/project management
• Solid experience in Business to IT delivery
• Solid understanding of the ING IT landscape
• A Customer/ Employee-Focused Approach
• Excellent stakeholder management skills
• Effective communication skills
• An excellent level of English
• A Master’s Degree

Are you also someone who …

• Is Tech savvy and anticipate and leverage innovations in digital and technical applications that make ING stronger and more effective.
• Shows high level of autonomy and proactivity (make things happen thanks to your ‘can-do’ attitude with diligent respect for the processes)
• Has good knowledge of CRM capabilities: Lead Management, Services and Complaints, Request and task management, Appointment Booking, etc.
• Prior experience in ING Tooling as IRIS is a big asset
• Be organizational savvy and maneuver easily through the complex policies, processes, and organizational dynamics.
• Knowledge of Agile delivery methodology is an asset

But above all, you are keen and motivated to work in a changing environment based on an Agile Way of Working and excited by the idea of working in a multidisciplinary squad/team within the Assisted Channels tribe, where you will report to the CRM Product Lead.

The Company

There has never been a more interesting time to work at ING. We’re on a journey that is focussed on our customers, powered by technology, and driven by smart, determined people through the Agile Way of Working. All working to empower our customers to stay a step ahead in life and in business.

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 realize 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

Furthermore, within the Assisted Channels Tribe, you can count on a range of opportunities to invest in your personal and professional growth.