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Customer Journey Expert CJE (Branch Network Transformation – Assisted Channels Tribe) à Brussel / Bruxelles

Customer Journey Expert... (Branch Network Transformation – Assisted Channels Tribe) Excellent learning environment with great... BRUSSELS / FULL TIME / COURS-SAINT...   If you have a talent for taking it on and...

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Customer Journey Expert CJE

(Branch Network Transformation – Assisted Channels Tribe) Excellent learning environment with great opportunities



If you have a talent for taking it on and making it happen, enthusiasm for helping others to be successful and proactive to be always 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 customers, the commercial employees (bankers active in branches, Customer Loyalty Teams, Private Bankers and Midcorp employees).

As a Customer Journey Expert (CJE), you will work following the which is driven by autonomy and easiest 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.

On the one hand, you will work as a multidisciplinary squad/team within highly skilled people, from business analysts and customer journey experts to designers, developers, testers… and many others talents. On the other hand, you will take part as individual to different projects, within the Assisted Channels Tribe and more specific on the Physical Channels product area, where branch and CLT employees are the heart of the business. Armed with insights into what branch and CLT employees look for, the actions they perform and what they expect, you will design and construct branch journeys that ensure the best possible working environment for them in order to delight end customers.

“We are passionate about our employees so they can delight our customers!”




  • Focus on branch and CLT employees’ needs and requirements to create added value
  • Take ownership and responsibility end to end for projects (define goals, determine resources and plan deadlines for each project you deliver as a squad/team)
  • Deliver both minor and major improvements related to branch procedures  
  • Advocate and promote the importance of communication, collaboration, cohesion through the Agile Way of Working within your team, with other teams and with every stakeholder
  • Get commitment of involved parties on the different priorities and solutions
  • Be able to take and support decisions both on a tactical as on a strategic level



  • Show high level of autonomy and proactivity (make things happen thanks to your ‘can-do’ attitude with diligent respect for the (risk) processes)
  • Have strong communication and presentation skills
  • Able to make complex things easy understandable by every stakeholder
  • Able to influence and convince peers and stakeholders
  • Have a Bachelor degree
  • Be fluent in Dutch & English or French & English
  • Have skills in Microsoft Office Apps (Word, PPT, Excel, Access, Publisher)
  • Affinity with IT, to elaborate solutions in collaboration with IT colleagues
  • Have experience in sales, in branch procedures is an asset
  • Have experience with project management/program management 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


The Company

There has never been a more interesting time to work at ING. We’re on a journey that is centered around 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.



Why should you apply

A challenging position at ING which empowers people to develop their skills along with an exciting challenge for people with true entrepreneurial spirit.


Working in a multidisciplinary team / team will bring you a lot of career and personal development opportunities by sharing and learning the expertise, skills and interests of your colleagues.


Be the entrepreneur of your own career is the key to be successful within ING.

Informations supplémentaires

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

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