HR Employee Journey Expert

Work location: Marnixlaan 24, 1000 Brussel

Homeworking: 50%

Work Schedule: 37h flex

Function class: GJA 14

Manager: Wim De Croock

A day in the life of an Employee Journey Expert :

In our People Services department, the ambition is to set our HR function up for the future by bringing a more globally standardized, data-driven and impactful experience.
That will allows an increased focus on Operational Excellence & Employee Experience, an essential part of our People Vision.

Together, our purpose remains to bring personal, easy, relevant and instant employee services through the existing contact model.

Our ambition is to  :

• bring experience, value add and partnership to our employees and our managers

• increase focus on employee experience, both in the delivery of & by continuously improving our employee services. 

• remain in control over the E2E Quality, effectivity & efficiency of our processes’

Within People Services, you will join the Talent Mobility team. The mission of this team is to deliver an excellent employee experience through different moments that matter in the employee life cycle of our ING colleagues, next to a superior customer experience towards managers. We will deliver this through an inside-out approach (operational excellence and expertise) and an outside-in approach (improve and innovate current processes). A data-driven approach and mindset will enable us to achieve this mission.

The key responsibilities of the team are:

• Continuous improvement

• Recruitment experience and onboarding related activities​

• Internal mobility​​

• Learning Administration​

• Administration linked to employee journeys ​

• Support during business evolutions ​

• End-to-end responsibility on key people processes (onboarding, reboarding, offboarding)​

• "White glove" approach for sensitive cases​

• Driving new initiatives to improve employee experience​

• Close collaboration with Centralized People Services and Global People Services

In your role, the key responsibility is to have impact on employee and customer experience through different employee journeys. F.e., but not limited to: case management, ad hoc requests, Recruitment administration and Foreign Local Hire, Work permits, Internships and job students, Outbound calls Onboarding, learning admin, planning and communication during business evolutions, support implementation new initiatives to improve EX, physical document handling​

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You become process expert of at least 1-2 of the journeys in scope, allowing you to cover some specific domains:​

• Case management for sensitive cases (team leaders and employees) within those processes​: all incidents from CPS that need escalation , difficult cases that need more personal intervention (human touch in employee experience), outbound calls during offboarding or death of an employee​

• You participate in Feedback sessions with the business in context of EX and support the implementation of action plans leading to improvement​

• You set-up outbound calls in context of EX – gather qualitative data from EE and team leaders​

• You perform retained administrative/transactional activities such as physical document management for onboarding and offboarding, Planning business transformations, preparing SNOW communications for all waves in business transformations, Learning admin, Job students & seek/implement continuous improvement opportunities in those activities (eg digitalization signature) in collaboration with all relevant stakeholders (CPS/CoE’s/…)​.

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.

• Data capabilities: understand internal and external data and translate to insights that will influence overall HR strategy.

• Also being able to address and resolve sensitive cases in a mature and caring way, but within our service delivery model

• Strong communication and stakeholder management; working in dynamic environment with connection with HR in Belgium, ING Belgium, Global HR, Centralized People Services

• Proactive and innovative mindset with a passion for improving employee experience