Customer Journey Expert CRM

ING Group

Brussels, Belgium

As a Customer Journey Expert (CJE), You will work as part of an Agile multidisciplinary squad/team with highly skilled people, from business analysts and customer journey experts to designers, developers… and many other.

You will work on our CRM Tooling, which gives our customer interacting employees the complete & up-to-date overview of each customer & helps them to optimally serve all our customers. Our main CRM capabilities allow the employees to Book Appointments, handle Leads (sales) and Service Requests or Complaints.

Your key responsibilities

Within your squad, take ownership of one or more CRM capabilities (end-to-end) in our “Digital Handling” platform. Thus, you will actively participate in the development of our scalable tool for the management of Service Requests, Complaints and Lead Management and appointment booking;
With an entrepreneurial mindset, which means you are accountable for the capability vision, including functionality, technology and user experience design;
Maximize business value and define the capability roadmap through prioritization, under consideration of relevant stakeholder needs;
Work in close collaboration with IT teams, IT architects, developers & users of the CRM capabilities.

We look for

Strong work experience and a proven track record as Business Analyst and/or in product/service/project management;
Solid experience in Business to IT delivery;
Solid understanding of the ING IT landscape;
A Customer/ Employee-Focused Approach;
Excellent stakeholder management skills;
Effective communication skills;
An excellent level of English;
A Master’s Degree.

Are you also someone who …

Is Tech savvy and anticipate and leverage innovations in digital and technical applications that make ING stronger and more effective;
Shows high level of autonomy and proactivity (make things happen thanks to your ‘can-do’ attitude with diligent respect for the processes);
Has good knowledge of CRM capabilities: Lead Management, Services and Complaints, Request and task management, Appointment Booking, etc.;
Prior experience in ING Tooling as IRIS is a big asset;
Be organizational savvy and maneuver easily through the complex policies, processes, and organizational dynamics;
Knowledge of Agile delivery methodology is an asset.

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