Chapter Lead Customer Journey Expert – Daily Banking Digital First

Chapter Lead Customer Journey Expert – Daily Banking Digital First

(level Manager Expert)

Employee |Chapter Lead CJE Value Proposition | Manager Expert | Belgium | I | 2021-06-20 |

Brussels, 100% fixed contract

We redefine banking. How about you?

There has never been a more interesting time to work at ING. We’re on a journey that is centred around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. Something we are very proud of and something we want you to be a part of!

Want to work for a bank that values honesty, integrity and responsibility? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers via our agile way of working? If so, then read on. Because ING might very well be your next employer.

Your role & work environment

As a Chapter Leadyour main mission is to manage & develop the craftmanship of your chapter followers through coaching, trainings and adequate development plan to contribute in offering our 2,5Mn clients a differentiating daily banking experience and ensure a sustainable growth of the Private Individuals Segment (Mass Retail).

On top of you role as Chapter Lead you will embrace the role of Senior Customer Journey Expert in Daily Banking Digital First Tribe. You will contribute in several strategic projects & initiatives to develop & and optimize daily banking propositions to drive the satisfaction of our customers & sustainable growth & profitability of the Private Individuals Segment. Next to the development of new propositions, you will also coordinate the marketing plan to drive traffic, adoption towards ING digital channels and Daily banking products.

Your key success indicators will be the engagement & enablement level of your team, the overall customer satisfaction, the long term growth and profitability of the segment.

Your key responsibilities as Chapter Lead (50% of your time)

• You develop high performing team by hiring, managing, coaching, inspiring and evaluating a team of approx. 10 customer journey experts
• You create the best working environment to enable your team to do their jobs with high level of quality & autonomy
• You develop within the tribe the relevant expertise needed to accomplish the mission of the tribe by focusing mainly on : Segment profitability / Channel mix strategy / Customer propositions / Regulations / Marketing
• You play a role model within the tribe by excelling in agile way of working, collaboration, communication & stakeholder mgmt.

Your key responsibilities as Senior Customer Journey expert (50% of your time)

• You play an advisory role in your core field of expertise & competence towards teams & senior management
  • Client Proposition : you analyze client behavior, market trends to optimize the creation of value for the clients and the bank.
  • Channel Mix strategy : you contribute in developing future proofed channel strategy for mass retail clients by leveraging on our digital assets.
  • Marketing & customer engagement : you participate, together with our Center of Expertise Communication to define & execute the best marketing plan to reach our ambition in customer acquisition and customer development.
  • Profitability of the segment : you contribute to develop a vision to ensure the profitability of our segment on the long run and you identify effective actions to meet the top line.

Banking regulations: you make sure we run a safe and compliant business by integrating in an efficient way the banking regulations dimensions (KYC, Mifid, PSD 2, ..) in every reflections, project & initiatives initiated in the segment tribe.

• You manage strategic & complex projects laying the foundation of a leading digital bank / organization.

We are looking for:

A new colleague with strong natural leadership skills and ready to deliver beyond expectations. Someone havingtalent 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.

• You have expertise / relevant senior experience in retail banking market, (digital) proposition design, regulations and a strong belief that digital is the way forward to empower our clients and ensure a sustainable growth of the segment.
• You combine strong analytical capabilities with creative mindset to find solutions to complex problems . You are able to bring clarity and structure by developing helicopter views and removing complexity when needed.
• You have a real obsession to exceed customer expectations by developing a differentiated customer experience (channels, products & services).
• Change, innovation & testing is part of your DNA: you are interested in how the world evolves, and translate this into the continuous improvement of our customer propositions & way of working.
• You hold a Master’s degree and are qualified with relevant experience of min 8 years. Successful experience in people management and agile environment is a plus.
• You are fluent in Dutch or French AND English.

We offer you

A brand new managerial 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.

If you are interested in this position, please add to your application form you resume & motivation letter describing what are your key motivations and what make you the perfect candidate.

Hiring Manager : Rosario Aguilar / Cédric Petre – Area Leads Daily Banking Digital First.