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Insurances - Customer Journey Expert

Project / Programme management | Professional | 2019-10-18 | 057873


CustomerJourney Expert Digitalsavvy, Project Manager, Product Manager, Business- & process analyst

Insurances forPrivate Individuals & Business Clients

[Belgium, full time]

We redefinebanking. What about you?

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

Would you like to work for abank where honesty, integrity and responsibility are valued? Aresustainability, caring for others and thinking ahead part of your DNA? Do youwant to make the difference for our customers thanks to our agile way ofworking? Then read what comes because ING might very well become your futureemployer.


Your role& work environment


As a Customer Journey Expert(CJE) for Insurance, it is your responsibility to ensure an efficient andcustomer-oriented flow as well an efficient harmonization of the processesbetween Belgium and the Netherlands taking all requirements and hazards intoconsideration.


Your keyresponsibilities


o Supportingthe sales of insurance within all client segments of ING, by using anomni-channel approach

o Managesales results & portfolio

o Manage the collaboration between the differentstakeholders, 3rd party relationships and colleagues in other teams withthe aim to create even more added value to our customers

o Manageinsurance products and keep them up to date

o Createinnovative and effective commercial campaigns

o Create effective insurance trainings for bankers

o Ensuring seamless customer journeys that ensure thebest possible online experience for our users from beginning to end and thisby:

o Maintainingproduct offer, services and processes in collaboration / co-creation withinsurance partners

o Continuously detecting new trends & solutions inthe insurance market to improve products & services


o Implementingthe strategy taking ING’s priorities and customer’s expectations intoconsideration

o Workingtogether with colleagues having different expertise in self-steering teams

o Gaining aprofound understanding of the insurance market and our Customers

o Evaluatingour way of working with the aim to continuously improve

o Helping toimprove the quality of the ING’s communication via the different channels andtouch points

o Activelyparticipating and, if necessary, taking initiatives to improve thecollaboration between different stakeholders, and colleagues in other teamswith the aim to create even more added value to our customers

o Understand and apply business principles and externalregulation


We are lookingfor


A colleague with a talentfor taking it on and making it happen, enthusiasm for helping others tobe 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 fastchanging and complex environment. You are a naturally collaborative person wholistens and invests in others to achieve common goals. You love to challengethe status quo and are eager to propose creative solutions to problems.

o Driven andcustomer focused, loving to collaborate with different people

o Goodanalytical skills

o Provenplanning & organizational skills

o Clearcommunication skills : written and oral

o Having anopen mindset for innovative and new trends in the market

o Able to workin an autonomous way and to take initiative

o Makingthings happen thanks to your ‘can do’ attitude

o Problemsolving

o Fluent inEnglish and Dutch or French

o Master degree or Bachelor with relevant experience ofat least 3 years

We offer you

A brand new position in a bankempowering people to develop their skills and an exciting challenge for peoplewith an entrepreneurial attitude.

The possibility to develop yourskills thanks to the expertise of our international teams, and our knowledgesharing culture.

Remuneration package inline with your experience.


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ICSBEL - Travailler sur la conception de produits et services

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ICSBEL - Suivez-moi. Je suis agile.

Suivez-moi. Je suis agile.

Chapter Lead, Product Owner, Customer Journey Expert : en quoi consiste leur travail ? Découvrez les personnes qui se cachent derrière ces intitulés de postes, découvrez en quoi consiste leur travail et suivez-les dans leur nouvel environnement de travail agile (360˚).

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