Customer Journey Expert - Fraud & Cyber Security

ING Group

Brussels, Belgium

As a Customer Journey Expert in the Fraud & Cyber Security Tribe, it is your responsibility to build hard-to-abuse, intuitive, customer-oriented processes as well as minimising the time-to-market of new solutions, by leveraging on innovation, smart data and taking all regulatory requirements and hazards into consideration.

Your key responsibilities

You build and continuously improve end2end customer or employee journeys related to (Strong) Customer Authentication, digital electronic signatures, and other fraud related user journeys.
You coordinate all involved stakeholders and development teams, cross-Tribe and cross-border, to ensure a smooth roll-out of the user journeys.
You safeguard the quality of new user journeys before they go live and maintaining the quality of existing user journeys.
You ensure that risks are pro-actively identified and risk mitigating actions are implemented within the agreed timelines.
You collect insights from customers & colleagues, and you follow trends on the market to design and implement new user journeys.
You participate actively and take initiatives to improve the collaboration between senior management, global and local experts.
You leverage the way of working based on your knowledge of the Fraud Prevention IT architecture landscape.

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.

As a customer journey expert in the Fraud & Cyber Security Tribe you will also need to:

Have an academic degree.
Have at least 5 years relevant work experience in IT project management, requirements analysis and user experience design.
Have excellent problem solving and analytical skills.
Have proven planning and organisational skills.
Are able to report in a transparent and concise manner towards senior and executive stakeholders.
Are data fluent.
Are fluent in English (written & oral).
Have an entrepreneurial attitude, allowing you to work autonomously and take initiative.
Are passionate by innovation and digitalisation.
Are eager to learn and understand about the mechanisms of fraud.

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