Sami Elknani
Customer Journey Expert
Salary / Daily rate
Ghent, Belgium
Freelance
Skills
About me
Intro
Customer Journey Expert with 3+ years optimizing digital banking experiences at ING, combining UX expertise with test analysis and product ownership. Proven success improving CSAT scores through data-driven journey redesigns, personalized dashboards, and digitization initiatives. Specialized in financial services CX with strong background in requirements gathering, agile methodologies, and Adobe Analytics tracking.
Work experience
Customer Journey Expert
ING BelgiumFreelance
Jan 2022 - Present
4 years 10 months
Brussels Metropolitan Area
Continuously improve the online banking and mobile experience for Business customers by • Recognizing and responding to their needs • Facilitating the development of services to meet those needs Collecting the input for CX improvements • Analyzing of customer feedback • Conducting customers interviews • Collecting requirements from the different departments Objectives of CX improvements • Personalizing of business dashboards • Improving navigation and findability • Redesigning of existing journeys • Digitizing of journeys • Omnipresent sales • Implementing contact and service strategy Measurement of the key results • CSAT score • Tracking figures on Adobe Analytics
Test Analyst
Evolane
Feb 2019 - Dec 2021
2 years 11 months
Brussels, Belgium
Test Lead/Customer Journey Expert at ING, Project: ING Multi Mandate • Developed and implemented software testing policies, procedures and scripts • Identified, reported, tracked and proposed solutions to product defects • Developed and documented software testing plans • Conducted load tests to determine server operating parameters • Consulted with product owners and developers to fully understand intended features and functionality • Observed all testing standards as outlined in testing approach and directed fellow employees to follow. optimal protocols • Assigned test jobs to team members and evaluated performance • Compiled data on quality issues and vulnerabilities and reported all findings to Product Owner with suggestions for improvement • Developed data management plans to collect, manage and analyze data • Assessed products against design requirements and customer demands • Managed incidents • Identified bottlenecks in processes and implemented new and improved procedures and policies to ease friction and improve efficiency • Written user stories for improvements and new features based upon user's feed-back
AG Insurance
Sep 2011 - Oct 2018
7 years 2 months
Brussels Area, Belgium
Project Officer
Aug 2016 - Oct 2018
2 years 3 months
Brussels Area, Belgium
• Developed and documented software testing plans • Executed, analyzed and documented results of software application tests • Identified, reported, tracked and proposed solutions to product defects • Worked with off-site teams to complete timely tests and facilitate smooth product releases • Monitored project progress and quickly addressed problems to complete testing on schedule • Collaborated with management to establish testing plans and develop improvement strategies • Oversaw user acceptance testing and reporting to review software use by consumers in real-world scenarios
Employee Benefits plan administrator
Sep 2011 - Jul 2016
4 years 11 months
Brussels Area, Belgium
• Solution type: Classical (Defined contribution, defined benefit) including Salary Invest and collective plans, Pension 4 Life, Disability coverage, Exoneration, Hospitalization • Processed enrolments, cancellations, claims transactions, policy changes and premium payments • Reviewed insurance applications and verified insurance coverage, premiums paid and other insurance information • Calculated insurance premiums, pension benefits and annuity payments Compiled and maintained claims data, rates and insurance data and records • Set up of new pension plans at computer system level and performed the necessary testing to ensure it was correctly implemented and the claims and premiums didn’t contain any mistakes • Applied changes to pension plans at computer system level whenever there was a change in the regulations and verified results • Answered enquiries and provided information on insurance products, policies and services • Streamlined operational efficiencies by researching problems and delivering speedy issues resolution • Worked closely with auditors on compliance testing of pension, disability and hospitalization plans • Collaborated with Sales Executives to discuss new opportunities
Commercial Agent
BNP Paribas Fortis
Apr 2009 - Aug 2011
2 years 5 months
Brussels Area, Belgium
Retail banking.
Commercial Agent
Argenta
Aug 2007 - Mar 2009
1 year 8 months
Brussels Area, Belgium
Retail banking.
Office Manager
bpost banque / bpost bank
Aug 2003 - Jul 2007
4 years
Brussels Area, Belgium
Staff management, retail banking.
Education
Ichec Brussels Management School
Master's degree, Business/Commerce, General
2014 - 2018
5 years
Licenses & certifications
Udemy : Mastering Scrum & Agile Project Management
Issued: Dec 2025
ISTQB foundation level
Issued: Jan 2019