Customer Journey Expert | Lending Business Banking Area @ING Bank

Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

This is role whose job is to connect the dots, implementing and contributing to the bank's strategic Companies’ lending direction by bringing innovation and reasoning in day-to-day activities.

We are seeking a creative thinker who can navigate complex products and environments, identifying optimal strategies to enhance client outcomes and drive structural digital transformation at ING.

As a Customer Journey Expert

• You will design and track customer journeys and you will create and deliver relevant products for Business Banking lending clients
• Your responsibilities will include fostering innovation, championing customer-centric product development, leading sustainability and risk management efforts for the products / processes you will oversee.
• You will be accountable for the product’s vision and strategy, not only at sale moment but also product’s lifecycle: anticipating market demands & supporting building new, innovative features, controlling risks and influencing profitability.
• You will be responsible for defining the management, execution of the changes as well as risks, controls and generally safeguarding the processes efficiency, with strong focus on automatizations, streamlining journeys while controlling non-financial risks.
• You will contribute to the definition of the annual roadmap and the overall deliverables of the Tribe, aligned with Business Banking / ING strategy.
• You manage all key stakeholders of the product, both internal (Tribe Lead, PALs, POs) and external to the Tribe (Risk, Legal, Ops, Finance, Compliance, Customer Interactions etc.). You represent the Tribe in front of any external stakeholders, acting as a proxy for the PALs/Tribe Lead whenever necessary.

Your day to day

• Design new products / features to adapt to clients needs, market trends and Business Banking Lending assumed KPIs
• Work closely various stakeholders, collect feedback, listen and challenge them so we can build a well-loved Product/ Process that delivers the most value.
• Continuously improve the Products / Processes based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape.
• Customer journey mapping is one of the key artifacts you need be familiar with
• Bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining detailed journeys
• Translate the voice of the user into clear requirements for your IT colleagues
• Build a safe and secure Product and/or Process, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc.
• Monitor BB lending products & processes performance, sales, segments and P&L related.
• Work with guidance from senior colleagues.
• Prepare and be ready to present the priorities for the products / processes for which you will be responsible in front of various stakeholders.
• Support implementation of long term lending business strategy, aligned with business banking/bank objectives, market expectations.
• Define contribution of each business banking lending product, customer segment and channels to the business banking lending portfolio.

What you bring to the team

• University Degree; post graduate qualification is a plus. 
• Min 4-6 years of previous experience in developing products & processes is a must
• Affinity with data, IT architecture and assets management 
• Track record of success in transformation, digital approach and operational efficiency programs with a customer-centric approach.
• Strong analytical skills to connect the dots, to set optimal directions, based on facts and figures.
• Ability to work in matrix organization, collaborative mindset.
• Autonomy to set own priorities, structured way of working while flexibility to adapt to continuous change, ‘can do’ mentality, proactive and willing to go the extra mile.

What we offer

• Impactful work in a fun and collaborative environment
• Open-concept offices designed for both team work and relaxation
• Corporate events and social gatherings
• Hybrid way of working with flexible working schedule and short week options
• Monthly budget on Benefit platform
• Extra annual leave days depending on the total length of working experience
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.