There has never been a more interesting time to work at ING. We're on a journey that's centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay one step ahead in life and in business. We're proud of that! 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 NDA? Do you want to make the difference for our customers thanks to our agile way of working? (click on link to see the video https://www.youtube.com/watch?v=NcB0ZKWAPA0) Then continue reading because ING might very well be your future employer. Your role & work environment As User eXperience (UX) Expert, you are responsible from start to finish for UX research and UX design of digital processes, interfaces and customer communication from a customer / user perspective. In addition, you contribute to the improvement of digital processes. The purpose of your activities is to increase customer satisfaction, user-friendliness and accessibility of ING's digital services in order to achieve an optimal, original and consistent Omnichannel Customer Experience. You work on the basis of quantitative and qualitative data and on validated customer insights. Within the Omnichannel Tribe you will shape the future of one of the most used banking web and mobile applications in Belgium. You will be surrounded by a young team of more than 150 web professionals with experiences in all the fields of the digital world. The Agile way of working will give you high empowerment and accountability. Working incrementally will quickly give you a good view of what you are delivering in your squad / team. You will work in close collaboration with IT, marketing, retail, sales and product management colleagues. Your key responsibilities * Explore market trends and market evolutions (research - benchmarking - focus groups - …) * Explore best ways to build superior user experience for ING 's customers based on own expertise and supported by input gathered from the voice of the customer (Usability interviews - remote online testing, analysis and reporting - AB testing - …) * Gather feedback on every version of the design and set up alignment with the different internal stakeholders (squads, UX-UI designers, …). * Orient internal clients on the best way of structuring pages, placing functionalities, navigating between pages based on existing User Experience/Service design guidelines * Experience, skill and knowledge on the different research and usability techniques, prototyping software tools (Axure, Invision or equivalent) and remote online testing tools (UserZoom or equivalent). It is important to develop and expand this knowledge and make sure the latest evolutions and versions in tooling are followed and acquired.
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 UX Expert you will also need: Problem analysis and judgment Recognizing important information, signaling problems, researching, analyzing using different techniques, linking and anticipating is the order of the day in this function. Works on the basis of data. Has a focus on the "why" at the customer and asks for this asset. A strong analytical ability and a healthy dose of curiosity is therefore indispensable. Is able to name and describe a problem as a starting point for improvements. Customer focus and customer interest at the center The UX Expert acts in the interests of the customer / user. Examines customer / user wishes and needs and anticipates this. Has a control / challenger task on quality and customer focus in establishing customer journeys. Translates customer insights into design principles. Creativity The UX Expert finds appropriate solutions for questions or issues related to the function. Is able to generate multiple solution directions and concepts per problem statement. Can consider a problem statement from multiple angles and switch between conceptual detail levels quickly. Has critical self-reflection regarding own / other solutions. Uses existing elements, but, if necessary, consider new elements or methods to replace or in addition to existing ones. Collaborate Is the principal competence that lies within an agile organization. Insights and knowledge from all disciplines are conditional on achieving optimal results. In order to be able to deliver team performance, trusting and encouraging each other is important. Providing feedback (and asking and receiving feedback) plays an important role in continuously improving collaboration and team development. Each team member has an active role in it. UX often plays a connecting role as a link between Customer Journey and Development. We are looking 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. * You put the customer 1^st. You are driven and customer focused. * You are a team player and love working within an international context. * You have iron-strong delivery (Agile) skills and deliver quickly and accurately together with your team at every step of the process (from requirement gathering to project coordination and testing). * You make things happen thanks to your 'can-do' attitude with diligent respect for the (risk) processes * You take ownership on missions, actions, but you can count on the support of more experienced colleagues (if you feel the need to) * You "lead" by example, share your best practices openly and coach your colleagues in a spontaneous way. * Strategy is at the basis of your thinking. You closely follow our banking strategy and industry best practices. You also introduce innovations in both our customer interactions and our way of working. * 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 have relevant experience in research and usability * Your are fluent in Dutch or French AND English. * You hold a Master's degree with minimum 3 to 5 years of experience.
A brand new 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.