As a Customer Journey Expert within ING's Agile organization, you will play a pivotal role in shaping the future of the Advice and Wealth Management proposition. You will be responsible for defining, designing and continuously enhancing end-to-end advisory journeys, service models and supporting capabilities to provide a best-in-class experience for both customers and Financial Advisors. Working at the intersection of business, technology and regulatory domains, you will translate strategic ambitions into tangible solutions that generate customer value, improve advisor effectiveness and support ING's growth ambitions in Investments and Private Banking. You will act as a trusted partner for senior stakeholders while driving complex transformation initiatives from concept through implementation.

Activities:

• Own and continuously improve end-to-end advisory customer journeys and service models.
• Contribute to the evolution of ING’s Advice & Wealth Management proposition.
• Identify opportunities to simplify, digitize, and enhance customer and advisor experiences.
• Lead business transformation initiatives from design through implementation.
• Collaborate with Business, IT, Operations, Risk, and Compliance stakeholders.
• Monitor performance and drive continuous improvement initiatives.

Responsibilities:

• Translate strategic objectives into business requirements and scalable solutions.
• Coordinate cross-functional teams to ensure successful delivery of initiatives.
• Manage stakeholder alignment and support decision-making processes.
• Ensure compliance with regulatory requirements and internal governance standards.
• Prepare recommendations and business cases for senior management.

Required Skills:

• 5+ years of experience in Financial Services, Investments, Wealth Management, Advisory, or Private Banking.
• Strong knowledge of investment products, advisory services, and financial markets.
• Experience leading business transformation initiatives in Agile environments.
• Solid understanding of MiFID, Product Governance, Suitability, Sustainability, and Investor Protection regulations.
• Strong business analysis, stakeholder management, and solution design capabilities.
• Excellent communication, presentation, analytical, and problem-solving skills.
• Customer-centric mindset and execution-oriented approach.
• Master's degree and fluent English.

Contract offer:

Working conditions: Permanent employment contract

Working hours: Full time (37 hours per week)

Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA)

Location: Milan (hybrid)

Annual base salary starting from: 51.000€

Variable remuneration: in line with the applicable remuneration policies(with a target based on the role, outcomes linked to the Group, Business line/function, and individual performance)

Our compensation approach is built on objective, gender-neutral criteria aligned with the role’s core requirements. That said, we believe talent goes beyond any framework: your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.

The benefits of joining ING:

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Flexible Smart Working
• Competitive base salaries and performance-based bonuses
• Meal vouchers and corporate restaurant and bar
• Health insurance and Accident insurance
• Pension fund and welfare plan
• Diverse cultures & Innovative mindsets
• International Environnent and Talent Program
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course, we can’t forget free water & coffee at the office!

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world.

‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

· Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

· Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

· No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.