Customer Journey Expert – Digital Content Specialist
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 centered 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 ? If so, then read on. Because ING might very well be your next employer.
Your role & work environment
As a Digital Content Specialist , you will analyze the behavior of our customers when banking on their smartphone, tablet and computer. Armed with insights into what they look for, the actions they perform and what they expect, you will design and construct “customer journeys” that ensure the best possible online experience for our users from beginning to end.
As a team, we work towards the development of ING’s new European banking platform, for which you will work in close collaboration with your colleagues in the Netherlands.
You will work within the Digital Retail Banking Tribe that is responsible for the digital experience of more than 6 million mobile customers and 8.5 million web customers in Belgium and the Netherlands.
Your key responsibilities
Help others to digitize
As a Digital Content Specialist , you enable other customer journey experts within the organization to build and optimize their customer journeys thanks to a set of digital tools.
You teach them how to make the most of the Content Management Systems, how to improve the findability of their pages and how to collect feedback from web visitors.
You train & advice end to end CJE’s to use our online tools for publishing pages, creating online funnels that lead to conversion
You continuously develop and enhance our content management systems to improve our services to both internal and external clients.
You define and implement the digital content strategy together with your squad members.
You explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, Pace methodology …).
Manage external IT suppliers
You will invest 50% of your time managing key IT partners & suppliers that help ING building the most customer friendly flows.
You collect web development requests coming from other colleagues in the organization. You challenge those requests and advice your colleagues to find the best web/IT solution.
You make sure our IT partner delivers on time, on scope and on quality.
You manage the supplier backlog and decide on priorities while ensuring a substainable commercial relationship with them.
Work in an Agile way
Work closely together with colleagues with different expertise in self-steering teams (UX, data analyst, communication, other delivery squads,….).
Exercise freedom in defining the goals, resources and deadlines for each element you deliver as a team.
Deliver both minor and major improvements together with your team, while retaining full end-to-end responsibility over every delivery.
Understand the importance of continuous communication: within your team, with other teams and with stakeholders.
Make clear documentation to support the development.
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 Customer Journey Expert (CJE) specialized in digital content you will also need:
A Master’s degree with a minimum of 5 years of professional experience, including experience in Digital Channels, CMS and SEO.
Fluency in English and Dutch or French.
Strong analytical and data skills to uncover customer insights.
Iron-strong delivery (Agile) skills: you deliver quickly and accurately together with your team at every step of the process.
You have the drive to change things and are ready to move mountains for our customers.
You love collaborating with different people and working within an international context.
You make things happen thanks to your ‘can-do’ attitude with diligent respect for the processes.
Evolution is part of your DNA: you are interested in how our world (and customers) evolve, and translate this into the continuous improvement of our processes and communication channels.
You are not afraid of jumping from business to technical discussions. You can translate business requests into technical briefing.
You are structured in your approach and deliveries.
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 Digital Retail Banking Tribe, you can count on a range of opportunities to invest in your personal and professional growth with:
Challenging projects to build the best digital bank.
The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture and practices.
Extensive learning proposition in customer experience, digital expertise, soft skills and more.