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26 July 2021 ... min. read Listen

Customer Journey Expert – Mobile Banking | Payments cluster

Employee | Project & Programme management | Professional | Belgium | Brussels | 2021-07-23 | 062324


Customer Journey Expert – Mobile Banking | Payments cluster

Level G | 100% fixed contract | Brussels



Your role & work environment


As a Customer Journey Expert (CJE) Mobile Banking in the Payments cluster, you will analyse the behaviour of our customers when banking on their smartphone. 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 mobile experience for our users from beginning to end.

Last year, we started the roll out of the new mobile app, which is part of ING’s new European banking platform, to Belgian customers. As a CJE in our mobile product area, you will work in close collaboration with your colleagues from different teams to bring new features to the app, and enhance the customer experience.

You will work in a cross-functional team (“squad”), made up of the Product Owner, Customer Journey Experts, and IT profiles (in total, ~8 people). Together, you will form a core team in our Digital Retail Banking department (“tribe”), responsible for building and integrating the payments journeys (front-end modules and API’s towards back-end systems) of the ING Banking mobile app.


Your key responsibilities

Ensure an excellent customer experience on our mobile channel

  • Collect market and competition insights to have a deep understanding of client’s mobile channels’ needs.
  • Explore customer needs by using standard ING methodology and tools (interviews, customer journey maps, …).
  • Based on those needs, propose and formulate channels’ features and customer journeys within the risk, legislation and regulatory frameworks.
  • Keep good level of knowledge of mobile technology and banking products.

 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, as well as risk documentation.
  • Test (User Acceptance Testing), release, and manage mobile channel features.


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) Mobile Banking you will also need:

  • A Master’s degree.
  • Minimum 2 to 5 years of professional experience, including experience in mobile applications or digital channels. Retail Banking or mobile payments experience is a plus.
  • IT affinity: understand how the customer journeys connect to the underlying IT landscape, incl. the technical dependencies on components owned by other Tribes; and, communicate with, and where necessary challenge, the IT developers and architects.
  • Fluency in Dutch or French AND English.
  • Strong analytical and data skills to uncover customer insights.
  • Ability to translate customer feedback into improvements of our mobile app’s journeys.
  • Iron-strong delivery (Agile) skills: you deliver quickly and accurately together with your team at every step of the process.
  • To put the customer 1st. You are driven and customer focused.
  • To love collaborating with different people and working within an international context.
  • To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes.
  • 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 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.


We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Belgium apply.

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