Business Analyst (Business Banking Digital channels & Onboarding)

REQ-10090492
18/02/2025
Customer Journey
Milan, Italy

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Job Description:
The Business Analyst Business Banking Digital channels & Onboarding, working as a Customer Journey Expert (CJE) in the Agile Organization, has end-to-end responsibility for the analysis, management, harmonization of end-to-end SMEs customer processes across ING SME acquisition products, commercial products, services, digital channels (App and Web) with a view to achieve a frictionless customer experience, improve process efficiency and time to activation.

The Business Analysts plays a key role in ensuring the success and target achievement of ING new business line, collaborating with all ING teams (Marketing, Product, Tech, Finance, Compliance, Operations, and many others...). He/she will work in a fastpaced and international environment as a member of the funding team, having the opportunity in the next years to look backword and say I was there when it started!

Key responsibilities:
➢ *Innovation Advocacy*: Spearhead the implementation of digital banking solutions, ensuring a seamless and userfriendly experience for SME clients
➢ *Digital Warm Onboarding*: Built the most innovative and frictionless onboarding process for SME clients starting from “functional” needs to identifying macro-steps and sub-processes
➢ *Clients Engagement*: Engage with SME clients to gather insights and feedback, fostering continuous improvement in daily banking offerings
➢ *Process Optimization*: Identify opportunities for process improvements, ensuring operational efficiency and excellence tailored for SMEs
➢ *Requirement Elicitation*: Starting from SME business needs identifies and understands IT impacts on the different applications and processes, providing all the information needed for development phase and helping other CJEs to speak in a correct IT language
➢ *Data Deciphering*: Dive deep into data, extracting meaningful insights to inform strategic business decisions within the SME sector
➢ *Cross-Functional Collaboration*: Collaborate in a structured and multi-functional way and design together with product Tribe, UX, Risk and Operations new functionalities according to strategic operating models
➢ *Analytical Solutions*: Be able to build reports for department usage and analyze data provided by other Bank department

Required skills and experience:
• Bachelor in economics or engineering
• Minimum of 3-5 years’ experience as a business analyst within financial industry and within an international and complex environment
• Experience of IT project and working effectively across functions (e.g. Sales areas, Legal, Compliance, Transparency, Privacy, Credit Risk, Finance)
• Experience in use of content management systems
• Experience on Digital Process and Digital Capabilities related to onboarding
• Creative minded with an ability to conceive interesting ideas for new content
• Data analyst mindset and capabilities needed for a data fluency approach and environment
• Strong knowledge of retail banking business
• Fluent Italian and English language

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.
‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.
Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

Super flexible smart working
Competitive base salaries and performance based bonuses
Diverse cultures & Innovative mindsets
International Environment
Commitment to sustainability
Lots of training development opportunities to help you grow
Lots of moments dedicated to physical and mental well-being
A special day off when it is your birthday: we call it #doyourbirthday!
And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

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Sonia De Bianchi

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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.