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Stefan - Customer Journey Expert en Product Owner
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} else{ langList.classList.add("active"); langBtn.setAttribute("aria-expanded","true"); // if user clicks escape should close langList.addEventListener('keydown', languagePicker.listenerEscape); langBtn.addEventListener('keydown', languagePicker.listenerEscape); // if user clicks outside of the navigation document.addEventListener('click', languagePicker.listenerOutsideClick); } }, hideLanguages: function(){ // prep for hiding language list langList.classList.remove("active"); langBtn.setAttribute("aria-expanded","false"); // Remove event listeners for escape and outside clicking langList.removeEventListener('keydown', languagePicker.listenerEscape); langBtn.removeEventListener('keydown', languagePicker.listenerEscape); document.removeEventListener('click', languagePicker.listenerOutsideClick); } } // if lang picker exists initiate language picker options document.addEventListener("DOMContentLoaded", function(){ if(typeof langBtn != "undefined"){ languagePicker.init(); } }); // End Language picker // =================================== </script> </div> </div> </header> <main id="content" class="main"> <div class="section section1 hero js-header-trigger js-scroll-next" data-section-id="14290" data-layout-item-id="2273"> <div class="hero-main"> <div class="hero-content"> <div class="html-content" id=""> <p><strong>Stefan - Customer Journey Expert en Product Owner</strong></p> <h2 class="">Het gaat niet alleen om wat telt voor ING, maar ook voor de klant</h2> </div> </div> </div> <div class="hero-aside"> <div class="media"> <picture class="media-picture"> <source media="(min-width: 1000px)" srcset="//cdn.radancy.eu/company/2618/cms/00-belgium/00-stories/bel-story-stephan.jpg"> <img class="media-image" alt="Stefan - Customer Journey Expert en Product Owner" src="//cdn.radancy.eu/company/2618/cms/00-belgium/00-stories/bel-story-stephan.jpg" loading="lazy" /> </picture> </div> </div> <div class="hero-scroll js-scroll-next-trigger"> <span class="hero-scroll-icon"></span> </div> </div> <div class="section section2" data-section-id="14291" data-layout-item-id="2233"> <div id="section2-copy" class="cms-content"> <p>“Het leukste aan mijn job? Het experimenteren. En het feit dat je je hypothese direct kunt testen met de klant. Sneller impact creëren, bestaat niet.” Stefan, Customer Journey Expert (CJE) bij ING sinds 2021.</p> </div> </div> <div class="section section4" data-section-id="14292" data-layout-item-id="2261"> <div class="max-w-680 mx-auto"> <div class="html-content" id=""> <h3 class="">Alles draait om de klant</h3> <p>Het klinkt misschien als een cliché, maar de primaire focus van elke CJE bij ING is altijd de klant. We willen zien hoe we hun ervaring met ons kunnen optimaliseren. Of ze nu gebruik maken van onze kredietkaarten, apps, beleggingen, spaarproducten, ... noem maar op.</p> <p>Elk project, hoe groot of klein ook, begint met een hoe-vraag. Hoe kunnen we onze communicatiekanalen optimaliseren? Hoe kunnen we onze conversie verhogen? Hoe kunnen we het de klant makkelijker maken om met ons samen te werken?</p> <h3 class="">Speelruimte</h3> <p>Klanten werken op heel wat manieren met ING. Daarom is aligneren tussen producten en expertises noodzakelijk. We houden elkaar op de hoogte en zorgen ervoor dat wat we doen andere projecten niet in de weg zit en past binnen de overkoepelende doelen.</p> <p>Binnen dat kader krijg je veel speelruimte. Nadat je de data hebt geanalyseerd en punten hebt gevonden die je kunt verbeteren, kom je met aanbevelingen. Het is een job die veel onderzoek, creatief denken en experimenteren met zich meebrengt. Dingen waar ik van hou.</p> <h3 class="">De kracht van een goede CJE</h3> <p>Elke CJE is anders, afhankelijk van het product of de behoefte van de klant. Toch hebben we een aantal dingen gemeen. De analytische mindset, de klantgerichtheid en de drang om altijd dingen te willen verbeteren. Spotten, testen en optimaliseren.</p> <p>Wat van jou ook een goede CJE maakt, is mensen begrijpen en contact met ze zoeken. Of het nu je klant is of de verschillende stakeholders in je team. Van data analysts tot developers en managers. We delen onze kennis en helpen elkaar.</p> <h3 class="">Hoe ik ING leerde kennen</h3> <p>Ik ben begonnen als consultant na het behalen van mijn masterdiploma's in international business en management science. Mijn opdrachten waren vooral gericht op transformatie, waaronder digital, marketing en conversion rate optimalisatie. Het bracht me in 2021 bij ING.</p> <p>Het werd meteen een mooie relatie. Ik voelde me vanaf het begin welkom, gesteund en geïnformeerd. Ik was meteen op mijn gemak. Ik hou vooral van de positieve energie van de mensen. We werken samen, doen ons ding, maar nemen onszelf niet te serieus. Dat houdt het ook leuk.</p> </div> </div> </div> <div class="section section6 section6a" data-section-id="14293" data-layout-item-id="2296"> <div class="max-w-980 mx-auto"> <div class="card"> <div class="card-main"> <div class="html-content" id=""> <h3 class="">Mijn redenen om te blijven</h3> <p>Het is een mix van alles wat ik heb genoemd. De autonomie, het experimenteren, de korte- en langetermijnprojecten. Het feit dat je impact hebt op de klant en op elke stap in het proces. Maar ook de leercurve, de internationale carrièremogelijkheden, ... En last but not least, de mensen.</p> </div> </div> <div class="card-aside"> <div class="media"> <picture class="media-picture"> <source media="(min-width: 1000px)" srcset="//cdn.radancy.eu/company/2618/cms/00-belgium/00-stories/bel-story-stephan.jpg"> <img class="media-image" alt="Stefan - Customer Journey Expert en Product Owner" src="//cdn.radancy.eu/company/2618/cms/00-belgium/00-stories/bel-card-stephan.jpg" loading="lazy" /> </picture> </div> </div> </div> </div> </div> <div class="section section4" data-section-id="12899" data-layout-item-id="2261"> <div class="max-w-680 mx-auto"> <div class="html-content" id=""> <div style="text-align: center;"> <p> </p> <p style="text-align: center;" class="button-group"><a class="btn btn-default" href="/nl/werken-in-belgie" data-custom-event="true" data-custom-category="UserCreatedContent" data-custom-label="Home">Home</a> <a class="btn btn-default" href="/nl/be-locaties-belgie" data-custom-event="true" 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