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ING Direct  > offerta di lavoro n. 240596

immagine: lavoro con ING Direct

Business Analyst Assisted Channels

> 061482

Assunzione alle dipendenze

Tempo indeterminato

regime orario
Full time

luogo di lavoro
IT Lombardia, Milano

area professionale
Banking, Insurance

livello professionale

offerta non piu attiva

Descrizione della posizione

The Business Analyst Assisted Channels, working as a Customer Journey Expert in Agile Way of Working, has end-to-end responsibility for the development, management, harmonization and phasing out of Contact Center platform with a view to achieve an optimum customer experience. In particular he is responsible for day-to-day platform management in terms of callflows, routing, users management.

The resource will work in a squad within ING’s Agile organization, and, together with other team’s members, develops and leads execution of a digital content strategy that supports growth, redesign and transformation of the assisted channels of the Bank in terms of new assets and processes.

Position requires excellent communication skills, excellent knowledge of written and spoken English, an orientation to detail and process, ability to work and maintain composure under tight deadlines, expertise in translate business requirements into IT requirements, knowledge of the way of working in the contact centre channels, as well as knowledge about usability/user experience principles and best practices.

This position also demands ability to work collaboratively in multi-functional and international teams.


Key responsibilities:

  • Starting from requirements identifies and understand IT impacts on the different applications and processes
  • Translates business requirements in IT requirements, providing all the information  needed for development phase and helping other CJE to speak in a correct IT  language
  • Knows IT processes and ensures the Definition of Ready for Sprint in terms of IT dependencies and risk
  • Contact Center platform management
  • Design with the business - in a structured way - the new callflows (routing, menu’s for customers) and functionalities
  • Be able to read, review & optimize the callflows created by developers
  • Validate together with business functionalities according to strategic operating models
  • Functional test definition and execution
  • Training of the end users


Required skills and experience

  • Bachelor’s in communications, economics or marketing
  • Minimum of 2 years’ experience as a business analyst within financial industry and within an international and complex environment
  • Experience of IT project and working effectively across functions (e.g. Sales areas, Legal, Compliance, Transparency, Privacy, Credit Risk, Finance)
  • Experience in use of content management systems
  • Experience on Digital Process and Digital Capabilities related to assisted channels
  • Creative minded with an ability to conceive interesting ideas for new content
  • Experience with functional testing
  • Fluent Italian and English language


Duration: Permanent

Location: Milan


La presente inserzione è pubblicata allo scopo esclusivo di raccogliere candidature in relazione ad opportunità di lavoro o formazione effettivamente esistenti presso la nostra azienda o presso società controllate o partecipate. È pertanto esclusa qualsiasi finalità di intermediazione. La ricerca è rivolta a candidati di entrambi i sessi (L.903/77). I dati saranno trattati ai sensi del Regolamento UE 2016/679.

offerta non piu attiva