Customer Journey Expert

Trade Financial Services (TFS) is one of ING Wholesale Banking core business lines which generates fee income for ING with yearly significant growth. We offer financial security products like Bank Guarantees, Letters of Credit and Documentary Collection services to corporate and institutional client worldwide. We are a significant contributor to the growth and profitability of the Wholesale bank. Our strategy is aimed at ensuring that we continue to support sustained growth by digitalising and automation of our current products and roll-them out to more countries in our international Wholesale Network.

As a Customer Journey Expert (CJE) you have an end-to-end responsibility for delivering and managing the solutions in systems, services and channels. You work in a squad following Agile Way of work together with other experts to achieve your squad's mission. You have expertise in the areas of technical product development and delivery.

You will be a business analyst in a squad who is delivering the core capabilities for the TFS business, supporting multiple locations and stakeholders. Involvement multiple projects from regulatory to business growth, including digitalization of the business and working together with the engineering teams delivering new digital features in your product.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility and challenge the status quo positively. In return, we’ll back you to develop into an even more awesome version of yourself.

Do you love to inspire other people to grow? Are you a motivated engineer who likes to work on complex IT solutions? And although you are experienced, do you continuously want to grow your personal skills as a customer journey expert or as a leader? Is ‘keep doing things smarter’ part of your DNA? Do you have the mentality that aligns with our culture where you ‘take it on and make it happen’? Are you someone who takes ownership and who can give other engineers a lot of energy? And constantly looking for improvements? Then you might be the person we are looking for!

As a Customer Journey Expert at TFS

• You contribute to the improvement of the product performance of Trade Financial Services
• You will become an expert in product and customer journey knowledge of Trade Financial Services
• You are part of the global network, you stimulate cross-border collaboration and teamwork, as well as alignment with the parties that need to contribute to a specific implementation of your delivery business area.   
• You contribute to the ING One Agile Way of Working and improvement of that within our department  
• You will report to the Delivery Product Lead of Trade Financial Services
• Initially you will start at the Channel team of Trade Financial services, bringing the online channels for our clients to use, like Inside Business Trade, Komgo and Digital Vault Services (DVS)

Your key responsibilities 

• You translate and refine business requirements provided by Product Management for the development of products and contribute to defining the best solution roadmap for the product. 
• You will ensure end-to-end delivery of new features:
  • You will align and describe the business requirements for upgrading our products together with our stakeholders and translate them for the engineering teams or IT-business annalist to pick up for further refinement.
  • You will write functional test cases, to be able for engineer to translate them into technical test-cases to test new and current software
  • You will be leading stakeholder meetings to connect, gather requirements
  • You will lead User Acceptance tests together with testers from Operations from diverse countries
• You apply your experience in supporting the product development with an end-to-end mindset, including the COPAF implementation, delivery of the business operations and services. 
• 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 tests. 
• You can simplify solutions and processes.
• You monitor usage of the product by ensuring relevant data and management information is available. 
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies. 
• Together with your colleagues you are responsible for meeting your sprint- and QBR goals. 
• You support Delivery Product Lead with managing the demand towards PSS(Payments), Market Leaders and external vendors, in cooperation with the IT-Chapter lead.
• You share responsibility to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.  

We are looking for 

• An entrepreneur who combines client focus with delivery power.  
• Your product knowledge with adequate technical understanding.
• Your ability and drive to contribute to product delivery and development of expertise.  
• Your ability to simplify complexity and drive operational excellence.  
• Your ability to promote and embed delivery culture in the organization.
• A colleague with analytical skills who takes decisions based on data and facts. 
• Strong resilience: your ability to navigate through ambiguity and simplify complexity.
• A pro-active, creative and an out-of-the box thinker.  
• An open and transparent communicator. 
• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behaviour.    
• We expect the ability to transfer knowledge back to the ING Bank by holding presentations, workshops, documentation and most important: setting new standards for the ways we do our business

Proven track record and technical skills 

• Master's or bachelor's degree. 
• 3 years of relevant working experience
• Experience and affinity with the Trade products.
• Experience and/or affinity to deliver results together with the IT engineers. 
• Proven experience or strong affinity with the ING Agile Way of Working is a plus. 
• Experience working in product delivery is a plus. 
• Excellent written and verbal English communication skills.  

Rewards & benefits

• We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
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Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.