Customer Journey Expert

Role and Responsibilities

You will work in PricING team. PricING is an application which enables our internal front office colleagues to calculate income, risk, and profitability for potential deals. The application plays a fundamental role in ensuring ING is properly remunerated for the risk it takes when lending, PricING is integral to ING Wholesale Banking strategy. The team is responsible for keeping the application in line with ING and user needs, including understanding how regulatory and bank strategic changes impact the customer journey and technical specifications of the product, while providing hands-on support to our end users. Regulatory changes (e.g. CRR III) mean it is a busy and interesting time in the team.

We are seeking a customer journey expert “CJE” to join our Pricing team. Since this product is an API and calculation engine integrated with several systems, we are looking for strong previous experience working as a banking CJE in an IT product which is part of a larger ecosystem and used to managing complex dependencies across teams. Experience with data in JSON and XML format would be beneficial due to the API-based nature of the product. Being comfortable with the wholesale banking landscape including financial or risk-based models would be an advantage.

Key Responsibilities

·Stakeholder management: User value is our main priority. You take the lead and support the product owner in continuous refinement and development of the vision and strategy and be a sparring partner for the team on several topics, managing stakeholders and tell a compelling change story.

·Content alignment: 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 in the team. 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.

·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 area.

·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 with a growth mindset, who wants to drive change, 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 / master’s degree

·Minimal 5+ years of working experience as a CJE or Business Analyst

·Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment.

·Experience with Wholesale Banking domain especially lending teams or loan pricing.

·Interested in new technological and data science applications

·Excellent command of English language