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 spaceYou 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 valueYou 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 landscapeYou bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance testYou will bridge the gap between users and developers, data analyst in the teamTranslating the voice of the user into clear requirements for your IT colleaguesYou 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 etcYou 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 organizationYou will use different ways of working like design thinking, lean startup and agility to ensure 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 productsExperience in Collaterals business process (Retail and/or Wholesale Banking)Experience in handling collateral activities from front/back office, real estate finance, shipping, mortgages, lending operationsBachelor’s Degree and/or Master's degreeAt least 3-5 years working experience in a similar roleExcellent problem analysis and judgment skillsExperience with working in complex international environmentsCapable to be a (sparring) partner for the ING business lines and support functionsKnowledge and experience in the agile/scrum way of workingExcellent (English) verbal and written communication skills

Optional (system knowledge):

LoanIQPRODACommercial Loan Origination (CLO)

Requested competences:

Agile Way of WorkingStrong analytical skills and attention to detailGood organizational skills and ability to co-ordinate workProactive, flexible and result orientedAbility to operate individually but in a team as wellStrong interpersonal and communication skills