Customer Journey Expert

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

Apply now

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.

Apply now

Questions? Just ask
ING Recruitment team

Ask by email

Apply now

Chez ING, nous voulons libérer tout le potential de nos collaborateurs, grâce notamment à une culture inclusive où tout le monde peut se développer et avoir un impact sur nos clients et sur la société. Nous veillons à ce que la diversité, l'équité et l'inclusion soient prioritaires. En tant qu'employeur souscrivant au principe de l'égalité des chances, nous ne tolérons aucune forme de discrimination, qu’elle soit liée à l'âge, au sexe, à l'identité sexuelle, à l'origine culturelle, à l'expérience, à la religion, à la race, à l'origine ethnique, au handicap, aux responsabilités familiales, à l'orientation sexuelle, à l'origine sociale ou à tout autre statut protégé par la législation. Si vous avez besoin d'aide lors du processus de candidature et/ou d'entretien, veuillez contacter le (la) recruteur(se) du poste concerné. Nous serons heureux de vous accompagner pour garantir un processus équitable et accessible. Apprenez-en plus sur notre engagement en faveur de la diversité, de l’inclusion et de l’appartenance.