Customer Journey Expert - Payment Tribe BE

ING Group

Brussels, Belgium

Your role & work environment

In the Payments tribe, we have the ambition to offer to our clients a smart, personalized, seamless, and reliable payment experience through various means and channels.

Payments are the daily touchpoint that allows our clients to stay in control of their finances and are therefore in the heart of the bank and of our channels. Our Customer Journey Experts (CJEs) collaborate continuously with a wide range of internal and external stakeholders to innovate, develop, maintain, and improve top-notch products and processes taking all requirements and risks into consideration.

Our tribe is composed of 5 closely collaborating areas: Payments & Reporting, Cards & Merchant services, Digital Flows, Cash Management and Interbank & Orchestration.

In this stimulating environment, you will be joining the Merchant services area covering multiple products such as the new and innovative mobile European payment initiative (Wero), Payconiq, Ecommerce and Point of Sales. The focus of the position will be, amongst other activities, on the elaboration and the management of mobile payment solutions.

We are looking for an enthusiastic CJE ready to take the challenge of innovating in the domain of mobile payment and enhance the business of our client in getting paid digitally.

So, if you are passionate about clients, eager to deal with digital concepts, willing to learn every day, ready to step in a cool squad and deal with ambitious and exciting projects, the following may interest you…

Your key responsibilities

Understand the clients’ expectations, the product specifities, and the digital landscape allowing us to offer excellent digital customer experience, together with the Product Expert CJEs.
Be able to understand IT architecture and design to support the development of products and resolve issues.
Be able to help the DevOps squad to overcome impediments by looking to creative and constructive alternatives.
Be able to identify the products needs from analysis or requirement and translate them to stakeholders like IT, customer support, Risks, Sales, …
Understand and apply business principles and external regulations.
Take responsibility of customer journeys implementation from the idea to the purchase and servicing, including refinement, solution definition, project follow-up, stakeholders/dependency management, testing, best in class risk management, alignments with segments, etc.
Actively contribute your skills and competencies to our multi-disciplinary self-steering teams
Independently manage your own workstream(s) as part of the team’s project(s)
Manage your internal and external stakeholders in terms of expectations, dependencies, buy-in and make sure the delivered solution fit the customers’ needs

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. You can work autonomously and are proactive in taking up new tasks by yourself.

As a CJE you are/have:

Driven and customer focused
Proven experience in digital projects
Loving to collaborate with people and be able to motivate, empower, challenge and stimulate them
Strong analytical and investigation skills
Capable of acquiring a good functional understanding of automated processes and computer systems (understanding of the IT landscape, API, able to read sequence diagrams, …)
Able to understand the bigger picture
Able of coordinating changes with several intervening parties
Proven planning & organizational skills
Have outstanding communication skills
Passionate about innovation and new market trends
Able to work in an autonomous way, to take initiative and to take decisions
Making things happen thanks to your ‘can do’ attitude
Problem solving mindset
Keen to learn fast
Entrepreneur attitude
Fluent in English
Master degree with a minimum of 5 years relevant experience
Experience in Payment domain is a plus