Chapter Lead – Assisted Channels – Chapter... (level I) Brussels, 100%... Weredefine banking. How about you? There hasnever been a more interesting time to work at ING. We’re on a journey that is centredaround...
Brussels, 100% fixedcontract
Weredefine banking. How about you?
There hasnever been a more interesting time to work at ING. We’re on a journey that is centredaround our customers, powered by technology and driven by smart, determinedpeople. All working to empower our customers to stay a step ahead in life andin business. Something we are very proud of and something we want you to be apart of!
Want to workfor a bank that values honesty, integrity and responsibility? Aresustainability, caring for others and thinking ahead part of your DNA? Do youwant to make the difference for our customers via our ? If so, then read on. Because ING might very wellbe your next employer.
In Assisted Channels you will be in theheart of ING, part of a tribe of more than 350 business and IT professionals,located in Belgium and The Netherlands. We are:
• setting the strategic direction towards employee sales and service toolingand responsible for the implementation.
• responsible for the building and evolution of the (ING Group) global callcenter platform and global CRM platform.
• responsible for the brick-and-mortar branch network, ATM and cash strategyand operations.
• responsible for Artificial Intelligence to increase our learning and developconcrete use cases in this field (chatbot, callbot, voice assistants,intelligent operations, …).
In essence we are passionate about our employees so they can delight ourcustomers.
As Chapter Lead your role isto make your customer journey experts and the squad(s) in which you work moresuccessful in delivering added value for the end-user. You accomplish thispurpose in 2 ways:
Coaching theteam (50%)
develop your chapter members’ skills and competencies,to guarantee 1 homogeneous and coherent quality in the delivery
keep expertise in the product area of and markettrends interaction management up-to-date
define and develop each chapter member’s personaldevelopment plan
Support oursquads as a Senior Customer Journey Expert (50%)
develop customer journeys to deliver a seamlesscustomer-employee interaction, based on a profound understanding of both thebusiness needs and technical platform
support in writing both business and functional analysis+ interest in scripting customer journeys
inspire the Agile Way of Working by playing afacilitating role in and X-squads
create therequired environment and enable customer journey experts, and their squadcolleagues, to do their jobs well, both now and in the future
The product domain in which you and yourchapter members will be active is SalesService and Advice tooling and more specifically for you CRM.This means that you show a keen interest in not only understanding, but alsocontinuously improving the way our employees are adopting our CRM system.
As a CHAPTERLEAD, you take up the following responsibilities :
As a Customer Journey Expert youare also:
A colleague with a talent for taking it on and making it happen, enthusiasm forhelping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideasto life and embrace challenges in a fast changing and complex environment. Youare a naturally collaborative person who listens and invests in others toachieve common goals. You love to challenge the status quo and are eager topropose creative solutions to problems.
A brand newposition in a bank empowering people to develop their skills and an excitingchallenge for people with an entrepreneurial attitude.
The possibilityto develop your skills thanks to the expertise of our international teams, andour knowledge sharing culture.
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