Customer Journey Expert - SWIFT/ING Routing & Messaging

  • Competitive
  • Bruxelles, Bruxelles-Capitale, Belgique
  • CDI, Plein-temps
  • ING
  • 16 févr. 19

Customer Journey Expert - SWIFT/ING Routing & Messaging

Customer Journey Expert - Payments - SWIFT/ING Routing & Messaging

Your role and work environment
The purpose of the Wholesale Banking (WB) Global Tribe Payments is to make our clients successful by offering them seamlessly integrated payment solutions.
We have a global mandate to improve products, pricing, processes, documentation and tooling in such a way that internationally operating clients experience ING as One Bank across the entire ING network (including Market Leaders and C&G countries) and we have the asset ownership for all IT assets in scope. We are responsible for delivery of services towards our wholesale clients but also deliver services towards domestic banks and internal stakeholders.
In the Product Area Reporting & SWIFT, we are looking for an experienced customer journey expert for our global SWIFT routing & messaging hub. This critical component in ING's worldwide messaging infrastructure is developed and maintained with a team of DevOps engineers in Brussels.

Customer Journey Expert
The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within ING's Agile organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of marketing, product management, channel and process optimisation. Can fulfil the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used. Each squad has a single product owner. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Payments & Cards products, Customer Journey, Product development and collaboration with third party solutions providers.

Your key responsibilities:
As a Customer Journey Expert

  • You are representing the voice of the customer, have a strong vision on how to attract customers and focus on continuously improving the journeys we are offering.
  • You are business owner of the payment solutions in scope of your squad. As such you are responsible for designing, developing & operating the payments solutions for our clients that allows them to stay a step ahead in life and business;
  • You support the Tribe Lead in the responsibility to manage the overall P&L for the Payments tribe by integrating this in your daily work and priority setting
  • Offering payment solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
  • Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
  • You co-manage and prioritize the backlog at the level of user stories, derived from features
As a Customer Journey Expert you:
  • You are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability.
  • You bring change and challenge the status quo
  • You can be appointed as delegate IT asset and/or data owner for IT assets and data in scope.
  • You maintain contacts with stakeholders and external parties.
  • You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters, FO organization and Service organization.
  • You give and ask for constructive feedback.

Proven track record and technical skills:
  • Master degree
  • Experience/affinity with SWIFT, Wholesale Banking Product Area(s) and/or Payment products and IT
  • Stakeholder management in a complex international matrix organisation
  • Excellent level of English, French is a plus
  • You have analytical skills and takes decisions based on data and facts
  • You are a pro-active thinker
  • You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies