Customer Journey Expert

Your role and work environment

We are scaling our digital solutions by further improve our internal processes (via workflow tooling) but also give more processes back to our customers via our Inside Business Portal. As a Customer Journey Expert (CJE) you will be a key player and make complex changes happen within and across Tribes. The CJE has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills.

Your key responsibilities

• You will report to the Product Lead of your product space
• You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value
• You will continuously improve the Product and service and the related customer journey based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance test
• You will bridge the gap between users and developers, data analyst in the team
• Translating the voice of the user into clear requirements for your IT colleagues
• You will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc
• You will be responsible for continuous learning and sharing of your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the Lending Delivery organization
• You will use different ways of working like design thinking, lean startup and agility toensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast. Customer journey mapping is one of the key artifacts you need be familiar with

We are looking for:

• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products
• Experience in Collaterals business process (Retail and/or Wholesale Banking)
• Experience in handling collateral activities from front/back office, real estate finance, shipping, mortgages, lending operations
• Bachelor’s Degree and/or Master's degree
• At least 3-5 years working experience in a similar role
• Excellent problem analysis and judgment skills
• Experience with working in complex international environments
• Capable to be a (sparring) partner for the ING business lines and support functions
• Knowledge and experience in the agile/scrum way of working
• Excellent (English) verbal and written communication skills

Optional (system knowledge):

• LoanIQ
• PRODA
• Commercial Loan Origination (CLO)

Requested competences:

• Agile Way of Working
• Strong analytical skills and attention to detail
• Good organizational skills and ability to co-ordinate work
• Proactive, flexible and result oriented
• Ability to operate individually but in a team as well
• Strong interpersonal and communication skills