Customer Journey Expert

Customer Journey Expert/Product Owner Wholesale Banking Tribe Lending

Your role and work environment

We are scaling our digital solutions by further improve our internal processes (via workflow tooling) but also give more processes back to our customers via our Inside Business Portal. As a Customer Journey Expert (CJE) you will be a key player and make complex changes happen within and across Tribes. The 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/PO as part of the Correspondence squad, responsible for Streamlining payments and correspondence solutions

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Your key responsibiliti

• es
  You will report to the Product Lead of your product space. 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 va
• lueYou will continuously improve the Product and service and the related customer journey based on user feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landsc
• apeYou bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance t
• estYou will bridge the gap between users and developers, data analyst in the t
• eamTranslating the voice of the user into clear requirements for your IT colleag
• uesYou will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes
• etcYou will be responsible for continuous learning and sharing of your experience/knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the Lending Deliv
• eryYou 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. Customer journey mapping is one of the key artifacts you need be familiar w

ith
We are looking

• for:A growth mindset, who wants to drive change, work on cool digital innovation initiat
• ivesYour ability and drive to contribute to product delivery and development of exper
• tiseYour ability to simplify complexity and drive operational excell
• enceYour ability to promote and embed delivery culture in the organiza
• tionA colleague with analytical skills who takes decisions based on data and f
• actsStrong resilience: your ability to navigate through ambiguity and simplify comple
• xityA pro-active, creative and an out-of-the box thi
• nkerAn open and transparent communic
• atorAn energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behav

ior.
Education and backg

• roundMinimal 3 – 5+ years of working exper
• iencePro-active, open minded, goal driven personality and the capabilities to opti

mallyfunction within an Agile enviro

• nmentExperience/affinity with Wholesale Banking within Front Office or Opera
• tionsInterested in new techn
• ologyExcellent command of En