Customer Journey Expert

Trade Financial Services (TFS) is one of ING Wholesale Banking’s core business lines and generates significant fee income for ING with strong yearly growth. We offer financial security products such as Bank Guarantees, Letters of Credit and Documentary Collection services to corporate and institutional clients worldwide. TFS is a significant contributor to the growth and profitability of Wholesale Banking. Our strategy is aimed at supporting sustained growth through digitalisation and automation of current products and rolling them out to more countries in ING’s international Wholesale Network.

As a Customer Journey Expert (CJE), you have end-to-end responsibility for delivering and managing solutions across systems, services and channels. You work in a squad following the Agile way of working together with other experts to achieve the squad’s mission. You bring expertise in technical product development and delivery.

You will work as a business analyst in a squad delivering core capabilities for the TFS business, supporting multiple locations and stakeholders. The role involves multiple projects ranging from regulatory change to business growth, including digitalisation initiatives and collaboration with engineering teams delivering new digital features in your product.

How to succeed

We hire smart people for their potential. Our biggest expectation is that you stay curious, keep learning, take responsibility and challenge the status quo positively. In return, we will support you in developing into an even more awesome version of yourself.

We are looking for someone who inspires others to grow, enjoys working on complex IT solutions, and continuously wants to develop personal skills as a customer journey expert or leader. If “keep doing things smarter” is part of your DNA, you take ownership, energise others, align with ING’s culture of “take it on and make it happen,” and constantly look for improvements, you might be the person we are looking for.

As a Customer Journey Expert at TFS

• You contribute to improving the product performance of Trade Financial Services.
• You become an expert in product and customer journey knowledge within Trade Financial Services.
• You are part of the global network, stimulating cross-border collaboration, teamwork and alignment with parties contributing to implementations in your delivery area.
• You contribute to the ING One Agile Way of Working and its improvement within the department.
• You report to the Delivery Product Lead of Trade Financial Services.
• Initially, you will start in the Channel team of Trade Financial Services, supporting online channels for clients such as Inside Business Trade, Komgo and Digital Vault Services (DVS).

Your key responsibilities

• You translate and refine business requirements provided by Product Management for product development and contribute to defining the best solution roadmap for the product.
• You ensure end-to-end delivery of new features.
• You align and describe business requirements for product upgrades together with stakeholders and translate them for engineering teams or IT business analysts for further refinement.
• You write functional test cases so engineers can translate them into technical test cases for new and existing software.
• You lead stakeholder meetings to connect and gather requirements.
• You lead User Acceptance Tests together with Operations testers from different countries.
• You support product development with an end-to-end mindset, including COPAF implementation and delivery of business operations and services.
• You bridge IT and business through understanding client needs and digitisation, and ensure delivery quality by defining and executing user acceptance tests.
• You simplify solutions and processes.
• You monitor product usage by ensuring relevant data and management information is available.
• You work with Risk, Compliance and Legal stakeholders to ensure products and services comply with regulations and policies.
• Together with colleagues, you are responsible for meeting sprint and QBR goals.
• You support the Delivery Product Lead in managing demand towards PSS (Payments), Market Leaders and external vendors, in cooperation with the IT Chapter Lead.
• You share responsibility for secure and flawless 24/7 operations while ensuring regulatory compliance and maintaining ING’s license to operate.

We are looking for

• An entrepreneur who combines client focus with delivery power.
• Product knowledge with adequate technical understanding.
• The ability and drive to contribute to product delivery and development of expertise.
• The ability to simplify complexity and drive operational excellence.
• The ability to promote and embed delivery culture in the organisation.
• Strong analytical skills and decision-making based on data and facts.
• Strong resilience and the ability to navigate ambiguity and simplify complexity.
• A proactive, creative and out-of-the-box thinker.
• An open and transparent communicator.
• An energetic, motivating person who can work both in a team and independently.
• The ability to transfer knowledge back into ING through presentations, workshops, documentation and by setting new standards for the way we do business.

Proven track record and technical skills

• 3 years of relevant working experience.
• Experience and affinity with trade products.
• Experience and/or affinity for delivering results together with IT engineers.
• 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 & 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