Customer Journey Expert – Document & content Services
Medewerker | Project- / Programma- /Procesmanagement | Ervaren | België | Brussel | 16 | 2023-08-31 | 068890
Customer Journey Expert – Document & content Services – Automation via Document extraction and Robotic Process Automation.
[internal permanent; full time; Brussels]
Your role & work environment
The Tribe Document and content services is looking for a Customer Journey Expert for its central Business Automation team whose role is helping other departments to define and implement their Document Extraction and Robotic Process Automation (RPA) roadmaps.
As a Customer Journey Expert (CJE), you are passionate about improving the client & employee experience through process rationalization and automation. With a focus on document extraction, you collaborate with all departments of the bank responsible for customer journeys involving documents (mortgages, consumer loans, KYC, successions) and leverage on various extraction techniques to substantially improve those journeys.
Your key responsibilities
Become an expert in document extraction
· Deeply understand document extractions techniques (layout vs machine learning based)
· Understand the implications of automation (risk, accesses, operations)
· Be an ambassador of Document & content Services within ING
· Participate to discovery process aiming to identify and evaluate automation opportunities in all Customer / Employee journeys of the Bank
Be a key player in automation projects
· Understand the business context of the requests from other Tribes or Customer Loyalty Teams
· Evaluate the requests. Assess the eligibility and business case
· Analyse the requests & describe the process, Align with the Process Owner and users about the solution and choices/decision to be made.
· Perform risk impact analysis and lead the risk assessment with the process owner and risk parties
· Support the Automation Experts taking care of the technical activities
· Elaborate the test plan and prepare the test cases
· Organize the testing with the technical experts and users
· Evaluate & follow the performance and adoption of the delivered automations. Propose required improvements.
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.
You will also need:
• Experience with Business Process Design and implementation
• Strong analytical capabilities
• Interest in machine learning model management (experience is a strong plus)
• Good understanding of how a bank operates
• Fluency in English and Fluency in either French or Dutch with some knowledge of the 2nd language.
• Great communication skills and ability to synthesize for users and stakeholders
• Strong affinity with IT and the ability to build the bridge between users and developers
• Collaborative skills with different profiles and envy to evolve within an international context (Scripting team and IT custodian are located in Poland)
• Willingness to do the extra mile to anticipate and solve impediments
• Ability to quickly assess the potential of new technologies;
Are you also someone who is…
· Passionate for improving and simplifying customer/employee experience
· Goal and result driven
· Flexible, persistent and focused
· Eager to take initiative and who likes challenges
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 Document & Content Services department, you can count on a range of opportunities to invest in your personal and professional growth with:
• An experience in our digitalisation, robotisation & intelligent Automation world.
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!
Hiring Manager: Alexandre Dhanens
Recruiter: Levi Vervaet
Extra informatie