Customer Journey Expert (Availability Management Squad)

Customer Journey Expert (Availability Management Squad)

For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Expert for our Availability Management squad located in Amsterdam. This squad is part of the Client Services and Reporting area in Tribe Lending. The goal of this area is to enabling a stable core platform with straight through processing of client services request and real time reporting.

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 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. The purpose of the Availability Management squad is to deliver on the availability management vision to handle cross product Lending limits and collateral towards the global operating platforms on a real time basis.

Are you the right person to lead this journey and reach this vision? 

Your role and work environment

You work within the Wholesale Banking Global 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 easy, reliable and controlled processes for getting lending products (e.g. loans) and managing those products. Also the distribution of the products to lenders and investors (amongst others syndications) is part of the scope. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering a uniform client experience across countries. The Tribe is divided in multiple squads of which the Availability Squad is one. This squad is focussing on the Availability Vision, which means the gathering of correct and complete data from other departments to ensure an accurate overview of all outstanding products within a Lending limit including the collateral to secure it, with the goal to present an up-to-date position on which business decisions can be made.

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 organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of marketing, product management and process optimisation. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Lending products, Customer Journey, Product development and collaboration with third party solutions providers.

Your key responsibilities:

As a Customer Journey Expert:

o  You focus on continuously improving the digital journeys we are offering;

o  You are able to simplify solutions and processes and tell the story clearly to our Lending Front Office and Operations colleagues;

o  You are able to develop, implement and communicate the roadmap around the availability management vision by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities.

o  You are able to perform (automated) testing and facilitate and support user acceptance testing for new releases;

o  You perform functional support to the main users of our applications;

o  You define business requirements for the development of products and services;

o  Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance; 

Who are you?

You are an ambitious Customer Journey Expert who can add value based on his/her in depth knowledge about Wholesale Banking Lending in life management operational processing of transactional and/or collateral data and likes to work in a combined business/IT environment. 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.

Your education, experience and background:

o  Bachelor / Master degree;

o  Experience in supporting a global user community;

o  Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products and IT is a plus;

o  Understanding of the in life management operational processing of transactional and/or collateral data is a plus;

o  Knowledge of the LoanIQ is a plus;

o  Understanding the concept of API Integration is a plus;

o  Familiar with the ING Agile Way of Working;

o  Minimal 1-3 years of working experience in this area;

o  Excellent level of English.