Customer Journey Expert

Customer Journey Expert

Background on what ING is about (Generic ING background):

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Join ING as a Customer Journey Expert: Empowering Financial Innovation Through Data

At ING, our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by individuals with the imagination and determination to create a better future for themselves and those around them. As a Data Modeller, you will be at the heart of our mission, transforming complex data into actionable insights that shape our strategies and enhance our services.

Why ING

• Innovative Environment:Be part of a forward-thinking team that embraces cutting-edge technologies and methodologies. We foster a culture of continuous learning and experimentation, ensuring you stay ahead in the ever-evolving data landscape.
• Impactful Work:Your models will directly influence key business decisions, helping us better understand our customers and improve their banking experience. At ING, your work truly matters.
• Collaborative Culture:Work alongside talented professionals from diverse backgrounds in a collaborative and inclusive environment. We value teamwork and believe that the best solutions come from combining different perspectives.
• Career Growth:ING is redefining banking. For you, this means ample opportunities for personal growth in a continuously evolving environment.
• Work-Life Balance:We understand the importance of balance and offer hybrid working arrangements (1-2 weekly office days) to help you maintain a healthy work-life balance. Your well-being is our priority.
• International Work:ING Hubs Philippines (ING Hubs PH) is an integral part of the ING organization, delivering services to many Business Units worldwide for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means engaging with a diverse workforce where no challenge is the same.

If you are passionate about data and eager to make a difference in the financial industry, ING is the place for you. Apply now and be part of a team that is shaping the future of banking through data.

The Lending Tribe

The Lending Tribe is part of ING Wholesale Banking Lending. Our goal is to become the best Wholesale Bank in Europe by 2026. WB Lending is one of ING's main business lines, offering a suite of Lending products and services to WB customers. As Tribe Lending, we embarked on a Digital Transformation Journey three years ago to improve our customer and employee experience and digitize our processes to stay competitive and remain regulatory compliant.

Job Overview

The Customer Journey Expert (CJE) has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Basel IV, CRR3, IFRS9 and their implication on the Lending journeys. Candidates with a deeper understanding in the domain of lending products / risk are also invited to apply.

You will work in the Commercial Loan Origination or CLO team. CLO is an off the shelf product which we are designing and customizing to fit ING needs. The CLO team is responsible for designing, implementing and rolling out the digital approval journey across WB for our sectors/products, a.o. Real Estate Finance, Project Finance, CSL and Financial Institutions. We enable our front office and risk colleagues to digitally structure deals, price them, run regulatory checks and receive approvals on them. It is an integral part for our origination and monitoring activities and therefore plays a crucial role in the financial performance and regulatory compliance of the Bank

We are looking for someone who has strong sustainability aspirations. Someone with a growth mindset, who wants to drive change, work on cool digital innovation initiatives. We will provide you with the environment and support to learn new skills via trainings and hands on experience (e.g. IT, product development etc.), and turn your innovation ideas into reality (e.g. via design sprints, hackathons etc.). You will be enabled to Do Your Thing working with a cross-functional squad (CJEs, DevOps, Data Analysts, UX), in a diverse, fun and energetic space.

Key Responsibilities

• User value is our main priority. Together with the squad, you will craft and decide the stakeholder communication strategy. You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value.
• For the squads and your chapter you are the to-go person regarding ING's IFRS9 policies and processes. Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, considering evolving commercial needs and market landscape.
• between users and developers, data analyst in the team. Translating the voice of the user into clear requirements for your IT colleagues.
• to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc.
• Continuous learning and sharing of your experience/ knowledge with the Tribe and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the chapter.
• You will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset think big, start small and scale fast.

Key Capabilities/Experience

• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products and IT
• Ability to work collaboratively with data engineers and scientists
• Ability to work effectively in a team environment
• Ability to use MS Azure or similar tool
• Experience and knowledge on Basel IV / IFRS9 / capital and liquidity / capital allocation / velocity (good to have)

Minimum Qualifications

• Education/Work Experience:
  • Bachelor's degree in a quantitative field such as Computer Science, Engineering, or a related field. An advanced degree (e.g., Master, PhD) or a strong academic record with advanced coursework in Math, Statistics, or data management is a strong plus.
  • 4+ years of work experience in a data-related position.
  • Experience in the banking industry
• Skills:
  • Project / stakeholder management
  • Agile Way of Working
  • Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment
  • Interested in new technological and data science applications
  • Excellent command of English (Oral and written)