CJE - Tribe Document & Content Services

Customer Journey Expert – Document & content Services – Country team

internal permanent; full time; Brussels

Your role & work environment

The Tribe ‘Document & Content Services’(DCS) is enabling other departments of the bank by delivering state of the art solutions and services for :

• Message Delivery (composition of documents and routing to the right channel – paper, inbox, Document Centre, e-mail, …)
• Customer collaboration (Show, amend, download, upload documents in relationship with other process of the bank)
• Intelligent Automation (robotics, data extractions, scanning, …)
• Dossier Management (archiving, retention, )

DCS is looking for a Customer Journey expert for its ‘country team’. That ‘country team’ is the partner of the consuming tribes and focus on the definition of the right solution as well as on the follow-up of the delivery.

As a Customer Journey Expert (CJE), you are passionate about improving the client & employee experience by enabling efficient communication with our customer & state of the art handling of related documents, from the delivery of messages to the customers to the upload and signature of other documents. And somewhere in between, we help our colleagues from the Customer Loyalty Teams (CLT) to gain in efficiency via automatic reading, classification of documents, automation (also known as Robotisation) of processes, optimal archiving solutions.

Our team aims to advise other departments to define and implement their Digitalisation roadmap and ensure coordination with the implementation and development of DCS services.

Your key responsibilities

Become an expert and promoter of our services

• Understand our services related to Content Capture, Content Storage, Content Delivery, Content Sharing, and Business Automation. Be able to explain and demonstrate them. Be able to propose the best solutions to the needs of the internal external customers.

• Understand the implications (which steps, which limitations) of the implementation of those services.
• Be an ambassador of Document & content Services within the ING departments of ING Belgium.
• give awareness & training sessions.
• contribute to the continuous improvement of our documentation & promotion material.

Act as an account manager

• You’ll be the central point of contact for the colleagues of one or more Tribe / CLT or department.
• You’ll advise them to optimise their services to our customers & their roadmap. For this, you can count on the support of the DCS team (architects and squads).
• You’ll participate to discovery activities aiming to identify and evaluate automation, digitalisation & improvement opportunities.
• You’ll centralise their demands and analyse with the DCS team their implications.
• You’ll defend their priorities and business in the prioritisation rounds that need to be done given the high number of new developments in our area.
• You’ll be the one that will report to them on the progress, successes, delays in the agreed delivery.

Of course, your Product Owner, Product Area Lead and Tribe Lead will take their part in managing those interactions.

Be a partner for the DCS squads

• the ‘country team’ keeps the squads informed on requests & developments impacting them and all commitments on behalf of DCS are pre-aligned.
• Requirements gathered by the ‘country team’ are a very important input for the further evolution of our DCS services and for our roadmap.
• We are involved in Research&Development with the squads to explore new technologies (f.i. in the context of Content extraction and classification)
• We help them in some testing activities.
• Together, we make sure that the documentation and promotion material remain up to date.

We collaborate with all squads of the Tribe, which are located in Brussels, Amsterdam, and Leeuwarden, and we have periodic exchanges of experience and best practices with all entities active in this domain.

We look for

A colleague with atalent for taking it on and making it happen,enthusiasm forhelping others to be successfuland 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.

As a Customer Journey Expert in our tribe, you will also need:

• good understanding of how a bank operates
• Experience in process management. Lean 6 sigma & process modelisation is a plus.
• Interest/Experience in automation of processes and digitalization.
• Passion for improving and simplifying customer experience
• Strong analytical capabilities to gather and structure the required information.
• Ability to work autonomously, with a great eye for details;
• Team worker
• Great communication skills and ability to synthesize for users and stakeholders
• Good listening skills
• Ability to build the bridge between users and developers
• Collaborating skills with different people and can work within an international context
• Capability to convince stakeholders (f.i. when we need to define and communicate some priorities)
• Quickly learning capacity of new technologies;
• Fluency in English (verbally and written). French &/or Dutch is a plus.
• Adept of the Agile way of working
• Delivery focus
• Capability to coordinate activities
• Willingness to do the extra mile to anticipate and solve impediments

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within the DCS Tribe, you can count on a range of opportunities to invest in your personal and professional growth with:

• An experience in our digitalisation, robotisation & intelligent Automation world.
• An experience with a leading Document Management Suite that is being adopted through ING but also in a lot of other companies.