Customer Journey Expert

Customer Journey Integration Squad – WB Tribe Lending

For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Expert for our Integration squad. This squad is part of the Loon Booking area in Tribe Lending, the purpose of our Tribe: Make complex lending simple! For borrowers, ING employees, investors, and regulators. The Tribe is responsible for easy, reliable, and controlled processes for getting a loan and managing your loan. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering a uniform client experience across countries.

Within ING we have embarked on our Accelerate Think Forward journey to build the next generation digital bank. We strive to provide (beyond) banking services which are personal, relevant, instant and seamless. We have always been at the forefront of providing new innovative services and exploring new technologies. At this moment we see a lack of automation, standardisation and scalability in the processing of transactional data and service requests via our Lending core systems. Ideally all our client service request and transactional data will be automatically processed via different channels and interfaces that reduces handling time for our customers and users and increases efficiency of repetitive/manual activities and help us to scale our services on a global scale.

Are you the right person to lead this journey and reach this vision?

Your role and work environment

The Integration squad aims to enable zero-touch deal capture and transaction processing, and where in a perfect world vendor products would enable to connect flawlessly, reality unfortunately teaches us that the connectivity between most systems does not come out of the box.

To be able to deliver on this ambition, the Integration squad focuses on providing the capabilities that facilitate straight-through processing of data.

We are looking for a CJE who is an expert in finding effective and simple solutions to complex problems. This role requires experience in operating in a complex, international environment and a client focused attitude linked to a sound understanding of how to achieve operational- and data quality excellence. It combines content knowledge, analytical skills, and process design capabilities with result-oriented thinking.

Customer Journey Expert

The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of software products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within ING's Agile organisation to achieve, together with other experts, the squad's mission.

A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Lending products, Customer Journey, Product development and collaboration with third party solutions providers.

Your key responsibilities:

As a Customer Journey Expert:

• Provide detailed input for the development team and support the product owner in leading the development team on a daily basis;
• Translate customer wishes into clear business requirements;
• Design end-to-end processes for both the customer side, operations side and the technical data side
• Identify common and shared process functions and translates them to a (technical) solution together with the scrum team using a standard process architecture or framework
• Responsible for taking the features assigned to the team and implementation of the user stories required to realize these
• Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.

Who are you?

You are an ambitious Customer Journey Expert who can add value based on his/her in depth knowledge about data exchange patterns and have a vison to further automate the client and employee journeys. You are passionate, bring new ideas, open to others suggestion and a great team player. You have good communication skills and open to learn new skills. You are on top of market trends and would be at ease talking about how technology as well as Lending is evolving.

Your education, experience and background:

• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products
• Knowledge of LoanIQ especially related to interfacing is a pre
• Master's degree or equivalent
• At least 3-5 years working experience in a similar role
• Excellent problem analysis and judgment skills
• Experience in defining data needs and design the data (exchange) model
• Experience in designing API’s
• Experience with working in complex international environments
• Capable to be a (sparring) partner for the ING business lines and support functions
• Knowledge and experience in the agile/scrum way of working
• Excellent (English) verbal and written communication skills

Requested competences:

• Professional expertise/market focus
• Strong analytical skills and attention to detail
• Good organizational skills and ability to co-ordinate work
• Flexible and result oriented
• Ability to operate individually but in a team as well
• Strong interpersonal and communication skills