Data Management Customer Journey Expert-1

The Data Customer Journey Expert supports the Data Management Tribe in designing, optimising, and monitoring customer journeys related to data processes and data products (Data Quality, Data Governance, Data Lake, data provisioning).
The role contributes to requirements gathering, improving the internal user experience, coordinating stakeholders, and translating functional needs into actionable specifications.
This position acts as a bridge between business, data governance, and IT, fully aligned with Agile methodologies and with ING’s risk, compliance, and data quality standards.

Key Responsibilities

Customer Journey Design Support

• Contribute to customer journey mapping and pain‑point identification through qualitative and quantitative analysis.
• Support the definition of improvement opportunities across Data Management and Data Quality processes.

Backlog & Delivery Support

• Assist the Product Owner with business request analysis, prioritisation, and backlog management.
• Prepare user stories, acceptance criteria, and supporting functional materials.
• Participate in functional testing and validation of new features and enhancements.

Stakeholder Management

• Interact with internal stakeholders (Data Stewards, IT teams, Compliance, Risk) to collect needs and ensure clarity of requirements.
• Support the monitoring of initiative impacts, with focus on data quality, process efficiency, and internal customer experience.

Monitoring & Continuous Improvement

• Contribute to monitoring process KPIs (e.g., Data Quality indicators, availability, timing) and identify opportunities for continuous improvement.
• Conduct research and analysis on trends, emerging topics, and market benchmarks (horizon scanning).

Requirements:

Hard Skills

• Basic knowledge of Data Management and Data Quality principles.
• Ability to perform functional analysis, interpret data, and understand business context.
• Understanding of information systems and data flows (preferable: SQL, Data Lake concepts, BI tools).
• Basic understanding of Agile methodologies.
• Ability to keep tracking of progression and anticipate issues
• Fluent English (written and spoken)
• Experience gained within financial services is a plus

Education & Background

• University degree in STEM, Economics, or related fields.
• Prior experience (internship or entry‑level role) in analytical roles, process improvement, or customer experience is considered a plus (preferably in financial services).

Other skills:

• Strong collaboration mindset and ability to work in cross‑functional teams.
• Clear communication with both technical and non‑technical stakeholders.
• Proactive, solution‑oriented approach and attention to detail.
• Data‑driven mindset and curiosity for process optimisation and innovation.

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.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.