Specialist Customer Journey Expert – Payments Merchant Solutions

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

Specialist Customer Journey Expert – Payments Merchant Solutions

Specialist Customer Journey Expert - Payments Merchant Solutions
(level H)
[Belgium, full time]
We redefine banking. What about you?
There has never been a more interesting time to work at ING. We're on a journey that's centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We're proud of that!
Would you like to work for a bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working ? (click on link to see the video https://www.youtube.com/watch?v=TaV-d7eKWFc ) Then read what comes because ING might very well become your future employer.
Your role & work environment

As a Customer Journey Expert (CJE) for Payments Merchant Solutions , it is your responsibility to ensure an efficient and customer-oriented flow as well an efficient harmonization of the processes between Belgium and the Netherlands taking all requirements and hazards into consideration.
The tribe Payments is composed of three chapters : Cards, Payments and Merchant Solutions. Chapter "Cards" covers topics like Debit Cards, Credit Cards and Mobile payments, chapter "Payments" covers products like SEPA, International Credit transfer & Direct Debits, Clearing & Settlement, reporting and chapter "Merchant Solutions" covers merchant acquiring, Zoomit and Payconiq.

Your key responsibilities

  • Working together in self-steering teams with colleagues having different expertise
  • Acquiring profound understanding of the market and our Customers in order to create the best possible offer and journeys for them
  • Being innovative by challenging existing trends and consider new developments in the market
  • Defining and implementing the strategy taking ING's priorities and customer's expectations into consideration
  • Managing complex projects and involving various stakeholders
  • Evaluating our way of working with the aim to continuously improve
  • Ensuring an efficient communication via the different channels and touch points
  • Managing the collaboration between the different stakeholders, and colleagues in other teams with the aim to create even more added value to our customers
  • Understanding, challenging and being accountable for respecting business principles and external regulation

We are looking 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.

  • Customer value oriented with an end to end approach. Experience with customer journey design and optimization is a plus.
  • Digital minded without reluctance towards the technical aspects of the customer journeys.
  • In search for continuous improvements, determined to deliver.
  • Keeping a critical mindset and able to challenge in a constructive way
  • Loving to collaborate with different people within and outside the own squad
  • Proven planning and organizational skills. Project management experience is an asset. Ability to work on an international level is a strong asset.
  • Strong analytical skills, structured with a focus on simple solutions for complex challenges
  • Risk awareness and incident management
  • Strong communication skills : written and oral
  • Strong internal and external stakeholder management skills
  • Accountable, taking ownership, wanting to make the difference for our customers
  • Ability to translate the long term vision into concrete actions
  • Knowledge or interest in the payment landscape with eye for market trends and competitor evolution
  • Fluent in English and Dutch or French
  • Bachelor/ Master degree, with 3 to 5 years' relevant experience

We offer you
A brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude.
The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.