Customer Journey Expert / PO - Fraud Prevention – limit management

Customer Journey Expert / PO - Fraud Prevention – limit management

We redefine banking. What about you?

Do you want to make a concrete contribution to innovative solutions that minimize fraud? And ensure that customers actually experience security in banking? Then the role of Customer Journey Expert in the field of fraud at ING Belgium is perfect for you!

We believe ING plays an pivotal role in protecting our society: in a changing and uncertain digital world we provide peace of mind by ensuring ING is the safest bank. Confidence in the brand of ING, to secure data and services, is the foundation of our existence. We as Tribe Fraud & Cybersecurity enable society to do banking in a safe and easy way. We protect your financials by being the best in fighting fraud and combatting cyber threats.

For years, ING has been a step ahead when it comes to innovative solutions for safe banking. It is not without reason that the technology that we use in voice, finger and face recognition, for example, is increasingly being used by others for authentication. And the way in which we help customers who, despite all the measures, still have to deal with fraud is special. We really do everything we can to make banking even more secure in a customer-friendly way and we want customers to experience this every day. And this is also reflected in our fraud figures. So work with real impact. In order to remain a leader in this regard in the coming years, we work with people who are creative, have a sense of IT and who put their ground breaking ideas into practice every day.

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? Then continue reading because ING might very well be your future employer.

Your working environment: Fraud & Cyber security

Within our Tribe Fraud & Cybersecurity you will work as a customer journey expert in one of the Fraud Prevention squads. Your squad focusses on delivering best in class customer experience regarding the management of limits.

What will you be doing?

• You and your squad are responsible for end to end customer journeys related to the overall management of limits for the customers.
• You build and continuously improve the customer journeys. You look for innovative, safe, cost-efficient and customer friendly improvements for these journeys, and you implement them together with the rest of the squad.
• You will think about new solutions and performing customer-research to test your concepts. When refining the solution, you will work with UX and channel experts to optimize the journey.
• You ensure a smooth rollout of the limit management solutions while you will also be responsible for the information in our channels such as ING.be and the instruction for the colleagues in the other tribes when needed.

We look 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.

As a CJE in Fraud, you will also need to :

• Have experience in designing and continuously improving processes and customer journeys. Experience in methodologies as PACE or LEAN are welcomed.
• Have good analytical skills for measuring and optimizing customer journeys
• Strong affinity with IT; knowledge about fraud and/or online banking is a plus
• Have experience in working in an Agile environment
• Be able to adapt your level of (technical) detail based on your audience. You can put yourself in the shoes of your customer and imagine how they would expect our applications to work
• Be pro-actively asking for feedback and don’t hesitate to give feedback to others
• Have a relevant experience as a Customer Journey Expert (5 years min)
• Be fluent in English, both in writing and speech
• Be a hands-on team player, while autonomous and organized

What we offer

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

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

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

• possibilities to develop your skills,
• challenging projects & a steep learning curve
• working in an broad environment

• You will be based in Brussel, however to upcoming month working from home will remain the standard
• Job scale: G or H function class depending on experience

How can you apply?

Are you enthusiastic? Then click on apply. You can express your interest through a letter of application in which you state why you are ideally suited for this position. We would also like to receive your current CV.

We are looking forward to meet you!