Customer Journey Expert - Daily Banking

Customer Journey Expert - Daily Banking

ING Group

Brussels, Belgium

Your role & work environment

As a Customer Journey Expert (CJE) within the Private individuals segment (2,3Mn of active clients in Belgium), your challenge is to offer our clients the best customer experience for their financial needs in every important step of their life. Your main success indicator is the overall customer satisfaction and the sustainable growth of the segment.

Your key responsibilities

Ensuring business & segment growth

  • You contribute to increase the number of active clients in our segment by contributing in acquisition/activation campaigns and initiatives to improve their satisfaction & thus retention.
  • You aim to increase the number of primary clients by increasing the equipment & usage of our Daily Banking solutions & services amongst our existing clients (Current Account/Credit Card/Digital Services/Regular income).

Be the voice of the client & segment

  • You act as point of contact with our sales forces and develop actions to help them to reach their sales targets.
  • You act as the voice of the segment & clients in some strategic projects (change & run) and you collaborate with Servicing Tribe Daily Banking & Payment.

Developing value proposition & customer journey management

  • You keep informed on the evolution of the market, competition, regulations, technology and continuously learn about client’s needs in order to propose relevant solutions and contribute to the development of new daily banking propositions.
  • You aim to make the difference for clients in an easy and personal way and you analyse clients' behaviour to optimise their journey in an end-to-end way. You optimize the distribution channels by levering on our Sales network, Customer Loyalty team & Digital capabilities.

We look 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 to problems.

As a Customer Journey Expert/sales value proposition in Segment Tribe you will also need:

  • You are passionate about clients and obsessed with their satisfaction. You are convinced about potential of digital banking and seize digital opportunities to further empower our clients.
  • You have a strong affinity with the private individuals market and rapidly changing customer needs & market landscape.
  • You have a business development drive with a good knowledge of Daily Banking solutions for Private needs
  • You are comfortable in using data & analytical skills to support your actions & recommendations. You are able to generate fresh ideas and turn them into comprehensive action plan to manage specific business challenges.
  • You have a strong dynamic and driven personality, ready to make a difference and able to learn & adapt fast,
  • You love collaborating with different people and working within an agile organisation. You “lead” by example, share your best practices openly and coach your colleagues in a spontaneous way.
  • Youare fluent in French or Dutch and English, you hold a master degree and are qualified with relevant experience.

You make the difference by creating best-in-class approaches for our customers in each step of their financial life and help oursales staff in realising this mission.

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© EuroJobsites 2019

EuroJobsites is a UK registered company number: 4694396 VAT number: GB 880 9055 04

Registered address: EuroJobsites Ltd, Unit 8, Kingsmill Business Park, Kingston Upon Thames, London, KT1 3GZ, United Kingdom

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