Business Analyst / Customer Journey Expert
ING Luxembourg
Luxembourg, Luxembourg
il y a 1j
source : Moovijob

Are you a project manager, a process manager, a business analyst or a product manager? Is there a marketeer or communication specialist lurking deep down inside of you?

As a Customer Journey Expert you combine all of these roles in a single job. With the ultimate goal : to give our customers (Retail Banking, Private Banking and Wholesale Banking) the best possible experience, always and everywhere.

Business Analyst Customer Journey Expert

ING Luxembourg has implemented an Agile Way of Working (check this short video to learn more about this) to deal with Customer demand more quickly.

This new way of working (in Squads, tribes and chapters) gives teams end to end reponsibility for a specific customer funcionality.

We are looking for several Customer Journey Expert

you can check Charlotte’s video explaining her experience as CJE) to join one of the following Tribes :

  • TRIBE OMNICHANNEL & CUSTOMER INFORMATION - the purpose of the tribe is to offer all ING customers best user experience to allow them to manage their assets in a simple and efficient way.
  • For this Tribe we expect you to bring experience in Program management and have strong English language mastery

  • TRIBE SAVINGS & INVESTMENTS The purpose of the tribe is to offer all ING customers investment advice and solutions to allow them to manage their assets in a simple and efficient way.
  • To be a perfect fit for this Tribe you have strong level of knowledge on Knowledge on investments products incl. Funds and related regulation (MIFID / SFDR / SRD2 / )

  • TRIBE DAILY BANKING & PAYMENTS The purpose of this tribe is to offer all ING customers easy and reliable daily banking services and to provide the best payment experience possible
  • If you are experienced on daily banking products (cards, current account, PSD2, PAD ) and / or payments (SWIFT, Instant payments, Dovetail, Target2 , this job is perfect for you!

  • DATA MANAGEMENT & SUPPORT FUNCTIONS. This Tribe is Responsible for Data Governance and to provide quality data to all our stakeholders through DataLake .
  • Our mission is to ensure effective and efficient data driven activities.

    For this Tribe we need candidates that have gained experience the context of the Balance Sheet of a Bank / reconciliation between Risk and Finance

  • TRIBE LENDING : the purpose of this Tribe is to deliver best in class products to enable our consumers to buy their home and our clients to access funding to meet their short / medium term needs, while ensuring a good balance between credit risk (including reporting) and growth / income.
  • In this Tribe you will work on the local upgrade and on the development of processes, policies and products towards full compliancy with the EBA guidelines on loan origination and monitoring

    What does a Customer Journey Expert do?

    Payments, Business, Omnichannel : all terms with which you will soon be completely familiar. What it all boils down to is focusing on specific banking affairs that our customers are engaged in on a day-to-day basis, together with your Tribe.

    Contactless payment, for example. A new product for mid-corporate. A special credit card for students. A new convenient feature in our mobile app.

    It starts and ends with you. You identify what our customers need, propose a solution, design a product and develop it together with your Tribe.

    What’s more, you will also have a say in how it will be marketed. End-to-end. That’s called having an impact.

    What are you expected to do?

  • Deploy the customer journey strategy, manage the stakeholders, formulate the product / service-, process- and channel policy in line with external regulations, risk and compliance policies.
  • Apply profound product / service knowledge to develop and maintain an attractive and compliant value proposition and to deliver excellence for customers.
  • Lead complex projects, involving various stakeholders, with the aim to create even more added value to our customers
  • Understand, challenging and being accountable for respecting business principles and external regulation
  • Translate business solutions into working software by collaborating with IT engineers.
  • Optimize processes in a customer friendly way to maximize customer and business value.
  • Use your expertise and experience to contribute and become familiar with all agile ceremonies of your Squad and Tribe (daily stand up, planning, refinements, retrospectives, demos).
  • Deal with the most urgent incidents and improvement needs.
  • Your profile

  • You have the combined skills of a product manager, channel manager and marketeer.
  • In your world, customers take center stage. You are able to connect with them like no other, and identify with their world.
  • Digital, the Internet of things, AI : you know what’s hot and have a strong affinity with technology.
  • You work together with people from different disciplines, from a diversity of backgrounds. It broadens your perspective on the world and gives you new insights.
  • You must experiment and don’t mind incidental failure. After all, that’s what gets your creative juices flowing!
  • You have 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 business problems.
  • You are curious, you invest time to master the end-to-end product processes and stay up to date on markets trends, product trends and regulatory changes.
  • You support your work with facts and validate it with data
  • Ideally you have a previous experience as project manager, process manager, business analyst or a product manager in the field of Banking / Finance
  • Languages :

  • Fluent in English & French
  • Any additional languages will be considered an asset.
  • Your working environment

    With over 900 employees in the Grand Duchy and thanks to the combination of our local presence and the strength of a robust multinational like ING, we offer our personal and business customers a wide range of solutions through the channel of their choice.

    ING is a global bank with a strong European base. 53,000 employees serve around 38.4 million customers, corporate clients and financial institutions in over 40 countries.

    Operating in the Grand Duchy of Luxembourg since 1960 as a universal and accessible bank, our products include savings, payments, investments, loans and mortgages for retail and private banking customers, whom we sever serve online and through our network of branches.

    For our Wholesale Banking clients, we provide lending, sustainable finance, payment & cash management and fund services.

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