Customer Journey Expert / Squad Master – Life Events

Customer Journey Expert / Squad Master – Life Events – End-to-End business owner of product / process management

Employee | CJE  Daily Banking & Client First |

Brussels, 100% fixed contract

As a Tribe, we value your work-life balance. We work in a 50% flex working regime. Days in the office are defined according to tribe and team-agreements.

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that is centered around our customers, powered by technology and driven by smart, determined people. All working to empower our customers to stay a step ahead in life and in business. Something we are very proud of and something we want you to be a part of!

Your role & work environment : CJE & Squad Master Life Events (Cluedo Squad)

You will embrace the role of Customer Journey Expert & Squad Master in the domain “Life Events”.  The domain exists of 2 squads: Cluedo-squad and DarkSide-squad. Cluedo is the ‘business’ squad, the E2E-owner of the processes Close account, Close Rental Guarantee, Successions, Seizures and Police & Tax Investigations. DarkSide builds case-manager-tooling in PEGA-technology to support & automate these long living processes with manual interventions.

As a Squad Master of Cluedo squad, you organize the squad following the agile way of working and ceremonies; reporting on overall progress of the committed deliveries, delays, impediments towards the product lead and product area lead. This is off course a shared responsibility in the squad but you are accountable.

You keep track of the backlog and all incoming requests and you plan and priorities accordingly.  You prepare together with your product lead the next quarter and you keep these commitments in sight when planning your sprints.

You and the members in your team are the process expert of the customer journeys Succession, Seizure, Police and Tax Investigation, Close account and Close Rental Guarantee. For these journeys, you create the prefect E2E customer experience, you define the business requirements which will be used by your digi CJE colleagues and IT colleagues to make them concrete for our customers. You own all customer facing communications related to them (for example in the ING Banking App, Home’Bank, IRIS,… ). You monitor and act upon the different risk aspect of these journeys to keep the risk score of your domain in control.

To achieve these goals, you align frequently with all your stakeholders to make sure everybody knows the vision, roadmap and actual status of each project. Some examples of stakeholders are client services, segment tribe, other product tribe within ING. You are in close contact to your product lead and your fellow squad master within the domain Life Events and colleagues of the entire tribe Daily Banking & Client First.

Your key responsibilities

As a Senior Digital Customer Journey Expert

·       You define the business requirements for the projects related to your journeys

·       You know and actively seek to improve the customer experience of your journeys

·       You own/know the data related to your journeys

·       Proactively manage risk to keep NFR score of the bank withing the acceptable levels.

As a Squad Master,

·       Setting priorities together with PL and PAL, managing your backlog, taking decisions, and being capable of saying "no" in a constructive, proactive and substantiated way

·       Taking accountability of the delivery and reporting on it via the dedicated channels (portfolio walls,…)

·       Owner of the committed ‘deliveries’ for the running quarter and actively manage dependencies and expectations inside of outside the Life Events Domain

·       Building and implementing the roadmap for your squad based on the strategic visions provided by product area lead and product lead.

We are looking 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 make processes smooth, efficient and as customer friendly as our IT environment allows.
You are a naturally collaborative person who listens and invests in others to achieve common goals.
You love to combine both organizing delivery as getting your hands ‘dirty’ in the content.

·       Entrepreneur with natural leadership being proactive

·       Very good communication skills with an assertive twitch when it comes to managing stakeholders

·       Experience in stakeholder management capabilities and priorities management

·       Knowledge of project management and business to IT-skills: refining requirements and explaining the why skills to make the bridge between IT & Business

·       Solution minded to manage priorities & backlog.  

·       Able to do clear & documented recommendation on priorities (Impact vs effort + dependencies)

We expect that you are willing to develop

·       Knowledge about PEGA-environment.

·       General knowledge of Daily Banking & Payment product & services

We offer you 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

·       The possibility to actively steer the digitalization of Life Events processes.

·       An informal, dynamic environment with innovative colleagues supporting your endeavors.

·       A progressive and agile way of working, where new ideas are valued ahead of convention.

·       A well-functioning multi-cultural team with a good teamspirit

Furthermore, within Daily Banking Client First Tribe , you can count on a range of opportunities to invest in your personal and professional growth with:

·       High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter.

·       We actively support your ambitions beyond your Squad Master Role (OHI-ambassadors, CX-ambassador, … )

·       Direct impact on the everyday needs of CLT Events– Reducing workload & traffic by making their work processdriven, streamlined an measurable.  

·       Variety & complexity: from working with IT to developing new products, from digital customer experience to safety & compliance

·       Culture of transparency & inclusiveness: we may not be able to guarantee the future but we share every step of the way