Customer Journey Expert III

Customer Journey Expert III

ING Group

Brussels, Belgium

Key Responsibilities:

• Lead and manage multiple projects from initiation to completion.
• Develop detailed project plans, including scope, objectives, timelines, and resource allocation.
• Collaborate with cross-functional teams to ensure project / customer journey alignment with business goals.
• Monitor project progress, identify risks, and implement mitigation strategies.
• Monitor customer feedback and analytics to identify trends and areas for enhancement.
• Communicate project status, journey insights, updates, and outcomes to stakeholders and senior management.
• Ensure projects are delivered within budget and meet quality standards.
• Design and optimize end-to-end customer journeys to enhance customer satisfaction and loyalty.
• Develop detailed journey maps, including touchpoints, pain points, and opportunities for improvement.
• Facilitate change management processes to ensure smooth transitions and adoption of new banking / customer-centric initiatives.
• Foster a collaborative and positive team environment.

How to succeed:

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

We are looking for a candidate having:

• Master’s degree in Business, Finance, Marketing, Management, or a related field.
• Proven experience as a Project Manager/Customer Journey Expert, with a focus on commercial projects and change management.
• Strong understanding of customer experience principles, banking operations, regulations, and compliance requirements.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong problem-solving and decision-making abilities.

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