Customer Journey Expert - Working Capital Solutions

As a Customer Journey Expert - Working Capital Solutions (Customer Journey Expert (CJE)), you have end-to-end responsibility for delivering and managing solutions in systems, services and channels. You work in a squad following Agile WoW together with other experts to achieve your squad's mission. You have expertise in technical product development and delivery. You can fulfil the role of Product Owner within a squad, and together with your squad you are responsible for what is achieved as well as setting the priorities.

Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB products and services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at ensuring that we continue to support sustained growth for the WB by delivering competitive and relevant TS products.

The Team

As a Customer Journey Expert you will be part of the cross-functional team working on the Working Capital Solutions (WCS) transformation. We are building the next generation WCS platform: migrating ING’s WCS functionality to a new platform, that is future proof and that will deliver all the required functionality to the organization. Additionally, we are changing the way of working with a new Target Operating Model. We need motivated CJEs to take part on this project defining requirements, delivering the MVP followed by the project implementation. It is an exciting project and great opportunity to be part of the change.

Roles and responsibilities

• You translate and refine business requirements provided by Product Management for the development of products and contribute to defining the best solution roadmap for the product.
• You apply your experience in supporting the product development with an end-to-end mindset, including the COPAF implementation, delivery of the business operations and services.
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests.
• You can simplify solutions and processes.
• You monitor usage of the product by ensuring relevant data and management information is available.
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies.
• You support the Delivery Area Lead (DAL) with representation in large scale complex international change projects/programmes.
• Together with your colleagues you are responsible for meeting your sprint- and QBR goals.
• You support DAL with managing the demand towards PSS, Market Leaders and external vendors, in cooperation with the IT Area Lead.
• You contribute to delivering a differentiating experience for ING’s customers for all TS related services at optimal value and profitability for ING.
• You share responsibility to ensure our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.
• You contribute to the risk & control compliancy to mitigate business and operational risks.
• You are responsible for aligning with Product Managers and the IT colleagues to ensure successful delivery of your product.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

We are looking for the following knowledge and experience:

• An entrepreneur who combines client focus with delivery power.
• Your product knowledge with adequate technical understanding.
• Your ability and drive to contribute to product delivery and development of expertise.
• Your ability to simplify complexity and drive operational excellence.
• Your ability to promote and embed delivery culture in the organization.
• A colleague with analytical skills who takes decisions based on data and facts.
• Strong resilience: your ability to navigate through ambiguity and simplify complexity.
• A pro-active, creative and an out-of-the box thinker.
• An open and transparent communicator.
• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behaviour.

Proven track record and technical skills

• Master's or bachelor's degree.
• 8 years of working experience.
• Experience and affinity with the Trade products: Supply Change Finance, Receivables Finance or Factoring.
• Additional experience that would be useful for this role is Trade Finance, Lending or Payments.
• Experience and/or affinity to deliver results together with the IT engineers.
• Experience in implementation of a new target architecture/operating model would be beneficial.
• Proven experience or strong affinity with the ING Agile Way of Working is a plus.
• Experience working in product delivery is a plus.
• Excellent written and verbal English communication skills.

Rewards and benefits

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues