Customer Journey Expert

Customer Journey Expert

Credit Rix squad – WB Tribe Lending

For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Expert for Credit Rix squad. This squad of part of the Portfolio Monitoring Rating and Financials Product area in Tribe Lending.

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 Wholesale Banking 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 work environment
You will work within the WB Tribe Lending. The purpose of our Tribe: “Create a fast, seamless, personalized & data driven digital Lending Xperience for borrowers, ING employees, investors and regulators”. The Tribe is responsible for streamlining the lending process, to make it easier, more reliable and controlled. This includes lending products like loans, discount loans etc., of bilateral and syndicated deals. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering an uniform client experience across countries.

Your role as Customer Journey Expert

The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial 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. Works together with other experts to achieve the squad's mission. Has expertise in the areas of functional support, product development and process optimisation. A CJE is also a member of a Product development team where he or she works on its craftsmanship. In the product development area we will build and extend craftsmanship on developing, innovating and safeguarding knowledge in the field of the Wholesale Banking Loan Servicing expertise with a view to achieving an optimum customer and user experience.

Your key responsibilities

• You are representing the voice of the customer and internal users and focus on continuously improving the digital payments journeys we are offering;
• You focus on continuously improving the digital journeys we are offering;
• You are able to simplify solutions and processes and tell the story clearly to our Lending Operations colleagues;
• You are able to develop, implement and communicate the roadmap around the squad vision;
• You are able to perform (automated) testing and facilitate and support user acceptance testing for new releases;
• You perform functional support to the main users of our applications;
• You define business requirements for the development of products and services;
• Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
• You understand the end to end journey for rating and other processes in scope of your squad.

We are looking for
Proactive and ambitious CJE who can add value based on his/her in depth knowledge about Wholesale Banking Lending and has working knowledge on credit rating/financials and likes to work in a combined business/IT environment. You are passionate, bring new ideas, are open to others suggestions 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.

Proven track record and skills

• Bachelor / master’s degree;
• Experience/affinity with Wholesale Banking Product Area(s) and Lending products
• Experience with process optimization and/or business analysis;
• Experience with software delivery process
• Experience with end to end process/ design workflow
• Experience with testing support
• Experience in supporting a global user community
• Familiar with the Agile Way of Working;
• Minimal 5-10 years of working experience in this area
• Excellent level of English.
• Ability to understand complex processes across multiple systems.
• Proactiveness in identifying implementation challenges for a given story/feature.