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Chapter Lead/Advisory Customer Journey Expert Omnichannels à Bruxelles

Chapter Lead/Advisory Customer Journey Expert... Brussels, 100% fixed... We redefine banking. How about you? There has never been a more interesting time to work at ING. We’re on a journey that is...

Description du poste

Chapter Lead/Advisory Customer Journey Expert Omnichannels

Brussels, 100% fixed contract

We redefine banking. How about you?

There has never been a more interesting time to work at ING. We’re on a journey that is centred around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. Something we are very proud of and something we want you to be a part of!

Do you want to make the difference for our customers via our ? If so, then read on. Because ING might very well be your next employer.


Your role & work environment


As Advisory Customer Journey Expert - Chapter Lead Digital Banking, you will spend around 40 % of your time working in a squad as a Customer Journey Expert. As such, you will analyze the behavior of our customers when banking on their smartphone, tablet and computer. Armed with insights into what they look for, the actions they perform and what they expect, you will design and construct “customer journeys” that ensure the best possible online experience for our users from beginning to end. 

The pure Chapter Lead role will take 60% of your time to manage, coach, inspire, develop, evaluate and assess employees. Your chapter will specifically focus on Strategy and Innovation: your challenge, together with your chapter, will be to enable others to develop the most innovative digital customer journeys..

You will work also on special assignment or you have special responsibilities on Tribe Level (e.g. you contribute to the resource planning of the Tribe and the deployment of your chapter members in the most suitable squads) .

As Chapter lead, you might be requested to travel abroad for some ceremonies, meetings or trainings.

As a team, we work towards the development of ING’s new European banking platform, for which you will work in close collaboration with your colleagues in the Netherlands.

Your key responsibilities

o   Help your chapter members with the development of both their hard and soft skills, so that they are properly equipped to efficiently perform their job as a Customer Journey Expert.

To do so you propose training/courses, professional literature and individual coaching when needed.

o   You are up to date with the newest developments in banking, Fintechs and in the wider technology space and you translate the new relevant trends into a tangible and measurable strategy that will contribute to the group strategy. You share those insight with your colleagues inside and outside the Tribe so that they can be used to improve the customer experience.

o   Create the required environment and enable employees to do their jobs well, both now and in the future.

  • Play a role model to generate curiosity of your team towards other domains of expertise and encourage them to share their knowledge with the rest of the Tribe.

o   Nurture a rich internal and external network and use continuous communication to manage the collaboration between multiple stakeholders and colleagues in other teams, with the aim of creating even more added value for our customers.

o   Work closely together with colleagues with different expertise in self-steering teams that define their own goals, resources and deadlines within their domain..

o   Deliver both minor and major improvements together with your team, while retaining full end-to-end responsibility over every delivery.

o   Ensure an efficient flow and user experience via the various channels (from web to mobile)


We are looking for: 

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions.

  • You put the customer 1st. You are driven and customer focused.

  • You love collaborating with different people and working within an international context.

o   Together with your chapter members you are experts in testing, measuring and evaluating customer experiments (A/B testing, usability testing and setting up experiments to validate prototypes and hypotheses)

o   You make things happen thanks to your ‘can-do’ attitude with diligent respect for the (risk) processes

  • Evolution is part of your DNA: you are interested in how our world (and customers) evolve, and translate this into the continuous improvement of our processes and communication channels.

  • You “lead” by example, share your best practices openly and enjoy coaching your chapter members or colleagues.

  • Strategy is at the basis of your thinking. You closely follow our banking strategy and industry best practices. You use your knowledge to introduce innovations in both our customer interactions and our way of working.

  • You have empathy and some experience in people management.

  • You have relevant experience in Digital transformation and Digital Channels.

  • Your are fluent in English;  Dutch or French is a plus

  • You hold a Master’s degree with minimum 5 years of experience.


We offer you 

A brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude.

The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.


Informations supplémentaires

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

Bruxelles | Brussel

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