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Customer Journey Expert à Brussel / Bruxelles

CustomerJourney...   Open-term,Full-time, Brussels (Belgium) Yourrole & work... As Product manager / Customer Journey Expert youare, together with your team, responsible for the end-to-end customer journeys...

Description du poste

CustomerJourney Expert


Open-term,Full-time, Brussels (Belgium)

Yourrole & work environment

As Product manager / Customer Journey Expert youare, together with your team, responsible for the end-to-end customer journeys.Taking ownership of the customer experience when applying, changing, stoppingor using a product. This involves processes and products, but alsoimplementation en use in our channels (such as mobile application, web andbranches). An example could be reducing the application process for customers.In doing so, you will collaborate with various stakeholders such as financial –and non-financial risk, operations and sales. Through your expertise of productmanagement and IT affinity, you know exactly how to anticipate client needs andprovide a seamless customer experience.


In the cross-border Tribe Consumer Lending we areresponsible for all ING products within the area of personal loans andoverdrafts for both Belgium and The Netherlands. Millions of customers use ourproducts on a daily basis. With our purpose “supporting (simple financing needsfor private customers” we want to ensure that customers can responsibly borrowor use an overdraft. In the coming years, ING has the ambitious target forConsumer Lending in terms of harmonising the product offering between Belgiumand The Netherlands, realise commercial growth, ensure responsible andinnovative loan offers.


Leading the way means innovating. Not only with ourcustomer journeys, but also in the way we work: Agile. With the Agilemethodology, everyone works in squads: self-steering teams  with end-to-end responsibility for a specificcustomer-oriented assignment. To successfully complete this assignment, youwork together with your colleagues from a variety of disciplines. This way ofworking makes us more efficient and agile, we can innovate faster and we aremore attractive to employees: more freedom and responsibility. Click on thelink for more information about our Tribes& Squads.


Yourkey responsibilities

The role of Customer Journey Expert is a broad rolein which product management and IT come together. We are looking for a CustomerJourney Expert with a focus on managing the portfolio of the tribe Consumer Lendincluding its products and processes.

Further to that end:
  • You collect and analyseinformation and data about customer behaviour such as reimbursement, arrearsand product suitability.
  • Define plans to positivelyinfluence responsible lending.
  • You involve all the expertise requiredto achieve this purpose. Thereby, managing, coordinating, and collaboratingwith stakeholders.
  • Determine and set-out areas forimprovement based on process and data analysis.
  • Take on an active role inimplement any and all changes required.

Welook for

Acolleague with a talent for taking it on and making it happen, enthusiasmfor helping others to be successful and a knack for always being astep ahead. In other words, you strive to bring fresh ideas to life andembrace challenges in a fast changing and complex environment. You are anaturally collaborative person who listens and invests in others to achievecommon goals. You love to challenge the status quo and are eager to proposecreative solutions to problems.


Asa Customer Journey Expert you will also need:

  • A University degree at Masterlevel or a Bachelor degree with an impressive track record.
  • 2 to 5 years of work experience inproduct management or a similar role.
  • Excellent written and verbalknowledge of English.
  • Strong analytical reasoning.
  • Experience with working in Agile.

Weoffer you

Aclear purpose, a unique offer and a range of flexible compensation and otherbenefits:

  • Personal growth & challengingwork with endless opportunities to realise your ambitions
  • An informal, dynamic environmentwith innovative colleagues supporting your endeavours
  • A progressive and agile way ofworking, where new ideas are valued ahead of convention

Furthermore,within the Tribe Consumer Lending, you can count on a range of opportunities toinvest in your personal and professional growth with:

  • Continuous improvement of yourcraftsmanship through trainings, knowledge sharing and coaching.
  • Being part of a team that isresponsible for a key product to realise ING’s commercial objectives withchallenging projects.
  • Joining a dynamic and funcross-border Tribe!

Weredefine banking. What about you?

There hasnever been a more interesting time to work at ING. We’re on a journey that’scentred around our customers, powered by technology and driven by smart,determined people. Our customers feel our people are empowering them to stay astep ahead in life and in business. We’re proud of that!

Informations supplémentaires

Brussel / Bruxelles
Permis de conduire BE/EU exigé
Voiture exigée
Lettre de motivation exigée

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