Business Analyst

Customer Journey Expert

Data Quality & Governance squad – WB Tribe Lending

For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Expert for our Data Quality & Governance squad. This squad of part of the Data Offering & Readiness area in Tribe Lending. The ambition of this area is to make the Lending data ready for use. Our data needs to be available, accessible, reusable, understandable for our consumers, high quality in the system of records and governed & protected accordingly.

Within ING we have embarked on our Accelerate Think Forward journey to build the next generation digital bank. We strive to provide (beyond) banking services which are personal, relevant, instant and seamless. We have always been at the forefront of providing new innovative services and exploring new technologies. At this moment we see a lack of automation, standardisation and scalability in the processing of transactional data and service requests via our Wholesale Banking Lending core systems. Ideally all our client service request and transactional data will be automatically processed via different channels and interfaces that reduces handling time for our customers and users and increases efficiency of repetitive/manual activities and help us to scale our services on a global scale. Are you the right person to lead this journey and reach this vision?

Your work environment
You will work within the WB Tribe Lending. The purpose of our Tribe: “Create a fast, seamless, personalized & data driven digital Lending Xperience for borrowers, ING employees, investors and regulators”. The Tribe is responsible for streamlining the lending process, to make it easier, more reliable and controlled. This includes lending products like loans, discount loans etc., of bilateral and syndicated deals. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering an uniform client experience across countries.

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 organization. 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
• 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 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;

We are looking for
Proactive and ambitious CJE who can add value based on his/her in depth knowledge about Wholesale Banking Lending. 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 and/or Master degree
• Experience on Data Quality – Dama Dimensions
• Experience in Data Governance / management
• Experience in training/working with business data stewards, data owners, etc.
• Experience in handling Data Quality tools
• Translating business requirements into functional specifications / user stories.
• Show structural thinking skills to resolve issues and define solutions.
• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products and IT is a plus;
• Experience in supporting a global/local user community;
• Minimum of 3-6 years of working experience in this area;
• Excellent level of English both oral/written
• Proactive, willing to learn, staying for the long haul

Optional:

• Basic SQL for data querying