Senior CJE - Product owner CRM Salesforce

Customer Journey Expert CJE

(Sales, Service and Advice Tooling – Assisted Channels Tribe)Excellent learning environment with great opportunities

Technical data function

Work location : BrusselsPossibility of 50% work from home on the basis of a team agreementWork schedule : 100% - 90% - 80%PCP Function : NoRepresentation costs : No

Your role & work environment

If you have atalent for taking it on and making it happen,enthusiasm forhelping others to be successfuland proactive to be always a step ahead. If you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. Then, you are the one we need to make THE difference for our customers, the commercial employees (bankers active in branches, Customer Loyalty Teams, Private Bankers and Midcorp employees).

As a Customer Journey Expert (CJE), you will work following the Agile Way of Working which is driven by autonomy and easiest alignment. This way of working will bring you empowerment and accountability on your delivery; it will also bring added value to our customers as you will deliver faster and in a more efficient way.

On the one hand, you will work as a multidisciplinary squad/team within highly skilled people, from business analysts and customer journey experts to designers, developers, testers… and many others talents. On the other hand, you will take part as individual to different projects, within the Assisted Channels Tribe and more specifically on the Assisted Toolkit product area, where branch and CLT employees are the heart of the business. Armed with insights into what branch and CLT employees look for, the actions they perform and what they expect, you will design and construct branch journeys that ensure the best possible working environment for them in order to delight end customers.

“We are passionate about our employees so they can delight our customers!”

Your role

• Focus on branches and CLT employees’ needs and requirements to create added value
• Take ownership and responsibility end to end for projects (define goals, determine resources and plan deadlines for each project you deliver as a squad/team)
• Deliver both minor and major improvements on the CRM/Salesforce platform
• Advocate and promote the importance of communication, collaboration, cohesion through the Agile Way of Working within your team, with other teams and with every stakeholder
• Get commitment of involved parties on the different priorities and solutions
• Be able to take and support decisions both on a tactical as on a strategic level
• Identify and detail the business processes related to Lead, Account, Opportunity management
• Identify and detail the business processes related to incidents and complaint management
• Work in close collaboration with IT teams, IT architects, developers & users of these applications but also with all involved stakeholders (contact centre, officers, team leads, etc.)
• Participate to the requirements definition and process mapping as part of a CRM Squad
• Coordinate the correct mapping and integration between the CRM and other ING applications
• Elaborate Acceptance criteria for the User Stories together with the segments and departments in scope.
• Participate to testing & sprint reviews
• Act as a liaison between the Product Owner and the Change Manager: provide input for the training material, identify major impacts on way of working of the staff, …
• Run training sessions with end users
• Act as an ING Analyst in future Salesforce solutions (local and international)
• Experiment on new features available on the Salesforce platform to improve user experience and improve customer satisfaction

Your experience and background

• Show high level of autonomy and proactivity (make things happen thanks to your ‘can-do’ attitude with diligent respect for the (risk) processes)
• Have strong communication and presentation skills
• Able to make complex things easy understandable by every stakeholder
• Able to influence and convince peers and stakeholders
• Affinity with IT, to elaborate solutions in collaboration with IT colleagues
• Have a Bachelor degree
• Have thorough knowledge of written and spoken English, and verbally bi-lingual Dutch/French
• Have skills in Microsoft Office Apps (Word, PPT, Excel, Access, Publisher)
• Experience with Business Process Design and Process implementation
• Good knowledge of the CRM processes, account management activities and support processes (lead conversion, opportunity management, case management, etc.)
• Prior experience in Salesforce consulting and/or configuration/administration/analysis, Sales Cloud and/or Service Cloud
• Knowledge of Agile delivery methodology is an asset
• Experience in sales, in branch procedures is an asset
• Experience with project management/program management is an asset

Are you also someone who is…

• Customer-oriented and capable to guide ING and its customers through change
• Client and employee value driven
• Capable of working independently, but act as a natural leader for the project members, project suppliers and stakeholders
• Enjoying to improve commercial process and environments through professional change management
• Systematic & able to work under pressure
• Flexible, persistent and focused
• Goal and result driven
• Eager to take initiative and who likes challenges

But above all, you are keen and motivated to work in a changing environment based on an Agile Way of Working and excited by the idea of working in a multidisciplinary squad/team within the Assisted Channels tribe.

You will report to the Product Owner and hierarchically to the CRM/Salesforce Chapter lead.

The Company

There has never been a more interesting time to work at ING. We’re on a journey that is centered around our customers, powered by technology and driven by smart, determined people through the Agile Way of Working. All working to empower our customers to stay a step ahead in life and in business.

Why should you apply

A challenging position at ING which empowers people to develop their skills along with an exciting challenge for people with true entrepreneurial spirit.

Working in a multidisciplinary team / team will bring you a lot of career and personal development opportunities by sharing and learning the expertise, skills and interests of your colleagues.

Be the entrepreneur of your own career is the key to be successful within ING.