Customer Journey Expert Cards – Retail Payments

Role purpose
As a Customer Journey Expert – Private Banking Tooling & Value Proposition, you are responsible for shaping, evolving and safeguarding the end-to-end Private Banking investment value proposition, with a strong focus on tools, reporting, advisory support and digital enablement.
You ensure that Private Banking clients and bankers are supported by high-quality
investment tools, insights and journeys, aligned with ING’s strategic ambitions, regulatory requirements and premium client experience standards.

Key responsibilities
Private Banking value proposition ownership
•Own and evolve the Private Banking investment value proposition, including advisory and discretionary services, reporting and client insights.
•Ensure consistency between client expectations, banker needs, tools and underlying investment processes.
•Translate Private Banking strategy into concrete propositions, journeys and tool
enhancements.

Investment tooling & digital enablement
•Act as business owner for Private Banking investment tooling, such as:

o portfolio & performance reporting,
orisk, allocation and mandate views,
oESG & sustainability insights,
oadvisory and client review support tools.
•Define and prioritise functional requirements for tooling improvements in
collaboration with Product Leads, IT and vendors,
•Challenge functional and technical designs to ensure tools are usable, reliable and value-adding for bankers and clients.

Customer journey design (client & banker)
•Design and optimise end-to-end Private Banking journeys, covering:
oonboarding & mandate setup,
oportfolio follow-up & reviews,
oreporting & client communication,
olifecycle events and changes.
•Ensure journeys are seamless across digital and human touchpoints.
•Use data and feedback to identify pain points, gaps and improvement opportunities.

Stakeholder & ecosystem coordination
•Act as a key interface between:
oPrivate Bankers & PB management,
oInvestment Office,
oLegal, Compliance, Risk & Finance,
oIT delivery squads and external tooling partners.

•Build strong alignment on priorities, trade-offs and delivery commitments, while safeguarding client value and regulatory compliance.

Risk, regulatory & control awareness
•Ensure Private Banking tooling and journeys comply with:
oMiFID & investor protection rules,
oESG & sustainability disclosure requirements,
oSOx / operational risk controls where applicable,
•Identify gaps and coordinate remediation actions in close collaboration with control functions.

Run & continuous improvement
•Monitor service quality, incidents and client impact related to PB tooling and
journeys,
•Support run activities and ensure operational stability of Private Banking investment solutions,
•Drive continuous improvement based on usage, incidents, banker feedback and strategic priorities.

Profile & skills
Experience & knowledge
•Strong understanding of Private Banking investment services, mandates and client expectations,
•Solid knowledge of investment products, portfolio construction and reporting
concepts,
•Experience working with investment tooling, data or reporting platforms,

•Familiarity with Agile / squad-based delivery models.

Core skills
•Customer-centric and value-driven mindset,
•Strong analytical and conceptual thinking,
•Ability to translate complex investment topics into clear journeys and requirements,
•Excellent stakeholder management and communication skills,
•Ownership and accountability with strong risk.

Mindset
•Curious, proactive and improvement-oriented,
•Comfortable operating at the intersection of business, investments, tooling and regulation,
•Able to challenge constructively and make balanced trade-offs.

Position in the organization
•Part of Tribe Investments, with a strong functional link to Private Banking
•Works closely with Product Leads, IT delivery squads, Investment Office and Private Bankers,
•Plays a key role in safeguarding and evolving the premium Private Banking client experience.