Squad Master/ Senior Customer Journey Expert - Tribe DBCF Business & Wholesale Banking delivery

Our Domain Goal

The domain of Business and Wholesale Banking delivery aims to offer the best possible daily banking products for Business customers covering Self-Employed, Legal Entities, Privalis, Wholesale including Financial Institutions.

Our products hold 40% of ING Belgium customer deposits on the balance sheet and are critical for the P&L of our bank.  We aim at continuous improvement of customer experience and growth for the bank.

Your Role: Squad Master/Customer Journey Expert Daily Banking Business & Wholesale

As a Squad Master you manage your squad’s backlog, take the lead in Feature intakes, Daily Stand Up, Sprint Plannings.  Together with your Product Lead, you know and own the backlog of requests for changes.  You enable in prioritizing backlog as aligned with stakeholders.  You actively guard this prioritization in your meet ups with those stakeholders.

As a CJE in our domain, you will have end-to-end ownership of key processes of opening and manage accounts for Self Employed and Legal entities for business and wholesale segments.

Based on the process, you are responsible for keeping communication channels like ING Today, ing.be, and IRIS up to date. You lead all non-financial risk management activities  (e.g. PBRA, CAS audits, PARPs…) in a pragmatic, proactive and efficient way.

Who You Are

* You are self-disciplined, proactive, and organized. You take the initiative. You take action. You identify problems and risks and come up with mitigation actions.

* You take e2e responsibility for your work and coordinate with stakeholders to be successful. Proactive follow-up is part of it.

* You have a CX mindset and passion for customer experience

* You communicate and write clearly in at least English and French or Dutch.

* You manage your time effectively. You clearly see the difference between relevant and less relevant topics. You understand the difference between important and urgent things to set the right priorities. If required, you shift gears.

* You are data driven, analytical and have an eye for details. Hard on the correctness and quality, soft on the people.

* You like to win as a team and help others to achieve team success. You are curious and eager to learn.

* You have experience or are motivated to learn in project management and process management.

What We Offer

- A hybrid way off working requiring 50% presence in the office (min 2 days/week in our Brussels HQ)

- An ambitious roadmap of change, risk and run initiatives that contributes to strategic priorities of Business Banking and Wholesale Banking

- A dynamic, informal team with innovative and driven colleagues: work & laugh hard.

- Agile working culture that values new ideas and inclusiveness.

- Opportunity to take a role with high visibility and exposure, Interact with many stakeholders and aspects of ING and put your leadership qualities to the test