Role and Responsibilities
The Customer Journey Expert (“CJE”) has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills regarding for example Corporate Lending, Project Finance, Acquisition Finance, Real Estate Finance, Financial institutions etc. Candidates with a deeper understanding in the domain of lending products / risk are also invited to apply.

Key Responsibilities
• Stakeholder management: User value is our main priority. Together with the squad, you will craft and decide the stakeholder communication strategy. You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value.
• Content alignment: For the squads and your chapter you are the to-go person regarding Lending Product and Front Office or Risk-Return processes. Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape.
• Bridging the gap between users and developers, data analyst in the team. Translating the voice of the user into clear requirements for your IT colleagues.
• Risk management: to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc.
• Knowledge Sharing: Continuous learning and sharing of your experience/ knowledge with the Tribe and colleagues from different domains. You are the
example in giving and receiving feedback to improve yourself, the squads and the chapter. • Agile Development: You will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast.

What is in it for you?
We are looking for someone who is tired of the current processes and systems. Someone with a growth mindset, who wants to drive change and work on digital innovation initiatives. We will provide you with the environment and support to learn new skills via trainings and hands on experience (e.g. IT, product development etc.), and turn your innovation ideas into reality (e.g. via design sprints, hackathons etc.). You will be enabled to “Do Your Thing” working with a cross-functional squad (CJEs, DevOps, Data Analysts, UX), in a diverse, fun and energetic Area.

Proven track record and technical skills:
• Bachelor’s Degree, preferably in Finance (e.g., Accounting, Business Administration, Economics) or a related field)
• Minimal 3-5+ years of working experience
• Thrives in a collaborative virtual team environment, working closely with colleagues across various locations that are working towards common goals
• Enjoys working to improve process and procedures that require engagement with various other stakeholders
• Is a “self-starter” who is willing to take the lead on projects and initiatives for the benefit of the Lending Tribe and the broader ING WB
• You have a pro-active attitude; you speak up about your ideas
• Open minded, goal driven personality and the capabilities to optimally function within an Agile environment
• Experience/affinity with Wholesale Banking within Front Office or Risk Management lending teams or credit risk transaction approval
• Interested in new technological and data science applications
• Excellent command of English
• Has excellent written and oral communication skills. Experience and proficiency in PowerPoint will be an asset
• Is detail-oriented and accurate, you can manage multiple projects simultaneously and meet tight deadlines

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

What we offer you
• A clear purpose, a unique offer, and a range of benefits
• Personal growth & challenging work with the opportunity to acquire skills, experience and progress your career in banking.
• Informal, dynamic workplace with innovative colleagues supporting your endeavours.
• Exposure to an international environment and close collaboration with colleagues across the globe
• On-the-job training to translate theory into practice, learning from highly experienced professionals is.

Customer Journey Expert

Benefits

Job Description