Customer Journey Expert – Business Banking Customer Data

Customer Journey Expert Business Banking Customer Data

Digital Business Banking | Customer Data & Onboarding

~50% work from home

Hiring Manager: Michel Eeman

Recruiter: Sofie Hellinckx

One of your future colleagues: Caro De Geyter

A day in the life of a Customer Journey Expert Business Banking Customer Data

You create and improve the customer journeys to onboard business customers at ING and to manage their data. These business customers include both companies and self-employed. You work as part of a multidisciplinary squad/team with highly skilled people, including customer journey experts and developers. Additionally, you will take up the Squad Master role.

• Designing, implementing and monitoring customer journeys related to the management of their data
• Documenting and preparing training material and procedures for other colleagues
• Continuously improving customer journeys based on customer feedback, metrics, or benchmarks
• Managing projects from initiation to completion
• Working together with Client Services, IT, Know Your Customer (KYC) and Products colleagues to build and test new features
• Taking ownership on risk management and following the appropriate procedures to assess and mitigate financial and non-financial risks

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.

• University Master’s degree, or similar through experience
• Minimum 10 years’ professional experience, of which minimum 5 years within (Business) Banking
• Extensive experience with customer data, Know Your Customer (KYC) and/or account opening processes, as well as digitalization projects
• Strong analytical and data skills to uncover customer insights
• Expertise in customer journey mapping and business process design
• IT savviness and ability to interact with IT architects, feature engineers and developers
• Excellent stakeholder management and communication skills
• To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes

As a Customer Journey Expert Business Banking Customer Data, you will have the opportunity to:

• Work at the heart of the bank’s strategy: customer data is involved in every important step for our customers
• Develop yourself through a rich offering in courses and trainings, both on technical and soft skills, and on-the-job learning
• Contribute to challenging projects

The team

You will be part of the Customer Data area within the Digital Business Banking department. We provide our retail and business customers with digital and user-friendly processes to manage their data, while complying with relevant regulatory requirements, such as GDPR and KYC. We ensure that these data are well managed, up to date, and protected.

Within this area, you will be in the centre of the Bank, serving both the internal and external worlds. As Customer Journey Expert, you will shape the digital evolution of customer data processes and applications. In everything you do, you will always keep the customer at heart.

Within Customer Data, you will be a member of the team focusing on the onboarding and data of our business customers (legal entities and self-employed).

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.