Job Description

A day in the life of a Customer Journey Expert Current Accounts

Our mission is to become the become the most recommended mobile-led bank in Belgium, one which makes banking simple and drives financial progress We are passionate about using technology to make banking frictionless and to become the undisputed number 1 in mobile Daily Banking

Are you ready to lead the charge in transforming everyday banking into something exceptional? Do you thrive at the crossroads of innovation, customer experience and strategic value? If so, join us as Customer Journey Expert, where we are not just managing accounts, we are shaping the future of banking. You will be at the helm of reinventing our current account packs, a flagship project that is redefining how we create value for our customers and for the bank. Think of it as the sweet spot where customer experience, market differentiation and recurrent fee income meet, and you will be steering the ship.

• Ensure an excellent customer experience for our customers. Delight our clients in all areas: from ideation to delivery, from advertising to support, etc… Impacting millions of customers every day to make sure that they are delighted in every interaction.
• Have a deep understanding of subscription-based business models Deduct the needs and expectations of our customers and translate these to tangible user stories.
• These user stories are key to have our customers as engaged as possible with ING. Your analysis is the foundation of transforming banking as we know it to the future.
• Lead discussions with stakeholders Guarantee that everybody is moving in the same direction. Communicate with all levels in the organisation about the initiative.
• Defining the strategic path. You are in the driver seat to define the strategic vision of the current account and subscription packages. Analysing the market, evaluating trends, differentiation from the competition and assessing business cases are key in the role.
• Work in an Agile way you support the Squad Master (PO) in the orchestration of the work of one or several squads to bring to production the features/journeys defined in the roadmap. You help prioritize the backlog of your squad and support in delivery.
• Monitor performance and reliability of your journeys, you participate to the resolution of incidents and ensure that the risk is under control (following ING’s Risk framework)

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Be proactive You don’t wait for things to happen, you make them happen. You anticipate roadblocks, act fast, and always look one step ahead to keep momentum high
• Excellent stakeholder management & communications skills you manoeuvre easily through complex policies, processes, and people-related organizational dynamics across ING; you have the ability to bring people together to work towards the same purpose. And you are good at explaining complex issues in an easy-to-understand way to get people on board.
• You are brave to challenge the status quo Asking the right questions towards stakeholders to ensure the most effective & efficient solution is moving forward.
• You live and breathe CX Improving the current journeys with a passion for delighting the end user is one of your main assets.
• Being analytical and using your Data-driven skills are a very strong asset. a professional with strong Adobe expertise and a passion for financial insights. We’re looking for someone who thrives in a fee-based business environment and leverages data to deliver impactful results.
• A solid understanding of the daily banking landscape is a definite plus.

As a Customer Journey Expert, you will have the opportunity to:

• Have a High-impact, high visibility position with direct influence on one of our core private individuals products that is connected to all other products and services
• The unique chance to blend customer delight with business strategy
• Work together with a dynamic team
• Interact with many stakeholders and aspects of ING
• Put your analytical qualities to the test
• Be independent, while contributing to ING’s strategic goals

The team

At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to the society and the world we live in. The tribe Daily Banking & Client First is at the heart of these ambitions.

The Current Accounts squad consists of 6 CJE’s. A dynamic, cross functional squad at the core of the bank’s daily banking proposition. The team combines customer insights, product strategy, journey design and commercial thinking to create experiences that customers truly use, love and stay for.

We work in close alignment with Risk, Compliance and Legal to ensure our journeys are not only innovative – but also fully compliant and future proof. We work hand-in-hand together with our delivery teams – to bring ideas to life – ensuring a strong connection between vision and execution.

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.