Customer Journey Expert

REQ-10091429
10/03/2025
Customer Journey
Makati City, Philippines
ING Hubs

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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 payment / settlement solutions 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.

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.