Customer Journey Expert - Capital Market Advisory

The Lending Tribe is a part of ING’s Wholesale Banking Lending Organization, also supports the Capital Market Advisory product line. We create one end-to-end seamless Wholesale Banking Lending and CMA journey for our clients and ING employees. With this principle, product areas will run journeys end-to-end within the scope of one product space. The success of the product areas is as important as the success of three strong enabling teams, which will support product delivery across the organization. Capital Markets and Advisory (“CMA”) is the single product space for the advisory business and related financing across Wholesale Banking, with a mission to support clients across the entire value chain, especially in transformational moments. The business operates from 14 locations across EMEA, Americas and APAC and has 5 main product areas:

• Corporate Finance
• Corporate Investments
• Global Capital Markets
• Acquisition Finance
• Loan Distribution Group

Your key responsibilities

• You will report to the Product Lead of your product space Capital Market & Advisory.

• You can connection the Strategy towards the required Products, Processes and Data and understand the impact of change in one of them

• Mapping and analyzing Customer/Investor Journeys; this involves identifying and visualizing the various touch points where clients/Investors interact with ING. You analyse these paths to understand client/investor behavior, pain points, and areas for improvement, ensuring a seamless and positive experience across all channels.

• Designing and implementing Experience improvements; Based on Journey analysis, you design strategies and initiatives to enhance client/investor experience. This can include creating new processes and improving client and/or investors touch points.

• You will provide expert advice related to the client/investor journey on how to improve it based on feedback, policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape

• 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 test

• You 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 Delivery organization

• 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. Customer journey mapping is one of the key artifacts you need be familiar with

We are looking for talented professionals who:

• 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

• An open and transparent communicator

• 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 with a can-do mentality

You have a proven track record and technical skills in:

• Minimal 5-7+ years of working experience

• Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment

• Experience/affinity with Wholesale Banking within Lending and/or Capital Market Advisory, Transformation and Risk Management

• Can do mentality

• Interested in new technological, industry trends and data science applications

• Excellent command of English

* This position is GJA 18 (NL Job level 12)