Customer Journey Expert - WB Lending

Your role and work environment

You work within the Wholesale Banking Global Tribe Lending. The purpose of our Tribe: Make complex lending simple! For borrowers, ING employees, investors, and regulators. The Tribe is responsible for easy, reliable, and controlled processes for getting a loan and managing your loan. Also, the distribution of the loans to lenders and investors (amongst other 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 Funding management squad aims to reduce the friction in the internal funding process. To deliver on this ambition the team is continuously enhancing the inhouse build solutions to increase STP levels and at the same time provide more transparency to business on the assets vs liabilities in place.

Customer Journey Expert

The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of software products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad as part of ING's Agile organisation. Works together with other experts from Lending but also Financial Markets and Global Treasury to achieve the squad's mission. Has expertise in the areas of funding and/or payments, software delivery 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 are representing the voice of the customer and focus on continuously improving the digital journeys we are offering;

o  Offering a differentiating customer experience by continuous innovations starting from client centricity;

o  You understand client needs, digitization, thereby bridging IT and business;

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

o  You validate solutions delivered by the engineers if they meet requirements.

o  You support the Target Lending Operating Model rollout to ING branches across the globe, explain the target set-up and defining the go live solution.

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

o  You can simplify solutions and processes and tell the story clearly to clients and Lending Operations colleagues;

o  You contribute to the development, implement and communicate of the functional roadmap for funding.

Who are you?

You are an ambitious professional who can add value based on his/her in depth knowledge about money market trades or related operational processing. You are passionate, bring new ideas, open to others suggestion and are 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’s degree;

o  Experience/affinity with Wholesale Banking Product Area(s) and Lending products

o  Experience with process optimization and/or business analyses;

o  Experience with software delivery process

o  Knowledge of LoanIQ is a plus;

o  Understanding the Financial Markets / Bank Treasury products / trade processes is a MUST;

o  Experience in supporting a global user community;

o  Familiar with the Agile Way of Working;

o  Minimal 5-10 years of working experience in this area;

o  Excellent level of English.