Senior Customer Journey Expert at Digital Business Banking Channels – Telelink Renewal

Digital Business Channels
50% work from home

A day in the life of a Senior Customer Journey Expert @ Digital Business Banking Channels

• Ensure an excellent customer experience for our Business customers: stay up to date on digital trends and (multi-)banking products, and have a deep understanding of advanced business customer’s channels’ needs and expectations for the digital business channels that are being renewed.
• Based on your gap analysis, propose new features or improvements on the existing journeys, within ING’s NFR framework.
• Refine the requirements received from other teams and translate & document them in “to-be” customer journeys, Business Analysis and Testing plan.
• 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, test (User Acceptance Testing), release, and manage the features coordinated or delivered by your squad.
• 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)
• You help prepare the QBR for your squad, in collaboration with your PO and Product Lead.

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.

• You are proactive: you can take initiatives and work autonomously.

• 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 have experience in project management. You are good at project management and know what to do to get things done on time. You are structured in your approach and deliveries.
• You have strong analytical skills to interpret data and uncover customer insights.
• You can write clear Business Requirements or create User Flows to give clear functional requirements to the team in charge of making the developments.
• You have minimum 6 years of professional experience working with IT, including at least 3 years in a Digital Channels related context. Appetence for tech topics and experience in a B2B environment is a pre-requisite, with affinity of the more complex business clients’ needs.
• You are flexible, adaptive and a quick learner: you are curious to discover the different aspects of digital business banking and are willing to work in different squads.

As a Senior Customer Journey Expert at Digital Business Banking Channels, you will have the opportunity to:

• Contribute to the execution of the DBB Channels delivery roadmap and contribute to promote its reputation for delivery excellence.

• Endless opportunities to realize your ambitions via personal growth & challenging work.
• An informal, dynamic environment with innovative colleagues supporting your endeavours.
• As Senior CJE, you could potentially take up a complex project or become PO (Squad Master) of one of the Digital Business Channels Squads, based on the needs of the Tribe.

The team
You will be part of the Digital Business Banking Channels; our mission is to build “the digital Go to Place for our business clients to run & grow their business” our aspiration is to build the best-in-class Business Banking Channels in Belgium. We do this in close collaboration with Retail, Segments, Product tribes and Group entities, as well as internal development of our experienced delivery squads.
Our highest priority is to improve our current offering by ensuring highly available & reliable services and a best-in-class Customer experience.