Customer Journey Expert – Onboarding Individuals – Digital Business Banking

Technical data function

Work Location: Brussels

Possibility of ~50% work from home on the basis of a team agreement

Work Schedule: Full-time

Sensitive Function: No

PCP Function: No

Representation costs: No

Your role & work environment

You will be part of the Private Individual Onboarding Product of Customer Data area within the Digital Business Banking tribe. We provide our retail and business customers with best in class, digital & assisted onboarding process while complying with relevant regulatory requirements, such as GDPR and KYC. We ensure that these data are well managed, up to date, and protected.

Within this area, you will be in the centre of the Bank, serving both the internal and external worlds. As Customer Journey Expert, you will shape the digital evolution of customer data processes and applications. In everything you do, you will always keep the customer at heart.

Your key responsibilities

Design, monitor and improve customer journeys for managing data

• Map customer journeys related to the management of their data
• Analyse the customers’ needs and pain points with regards to the management of their data
• Formulate viable solutions to improve the customer experience
• Document and prepare training material and procedures for other colleagues
• Continuously improve customer journeys based on customer feedback, metrics, or benchmarks

Deliver differentiating customer experiences

• Take an active part in the implementation of differentiating customer experience initiatives, tools, and processes
• Collaborate closely with IT engineers as one team (squad), to make things happen
• Validate solutions by executing end-2-end user tests, raise and communicate problems with the team (squad)
• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment

Ensure compliance with regulatory requirements

• Gain understanding of the regulatory needs in Customer Data and proactively work out solutions
• Follow the appropriate procedures on Risk Management

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. You are passionate about technology and have a talent to use it to create best in class digital processes. 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 for Customer Data, you will also need:

• A University degree
• Minimum 3 – 5 years of working experience, of which minimum 1 in one or more of the following domains: digitalization, business analysis, KYC, customer data, or onboarding
• Experience with data analysis and project delivery
• Fluency in English (and French or Dutch is a plus)
• IT savviness and ability to interact with IT colleagues
• Ability to organize your own work in function of team priorities
• A can-do and proactive attitude, and strong customer focus
• Openness to give and receive feedback.

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

A hybrid way of working

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

Furthermore, within the Digital Business Banking department, you can count on a range of opportunities to invest in your personal and professional growth with:

• A role at the heart of the bank’s strategy: customer data is involved in every important step for our customers
• A rich offering in courses and trainings, both on technical and soft skills
• Challenging projects & a steep learning curve

We redefine banking. What about you?

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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