Operational Design & Risk Assurance - Customer Journey Expert

At ING, we are transforming the way we manage risk and deliver operational excellence in lending. We’re looking for a motivated and detailed-oriented Customer Journey Expert (CJE) to join the Operational Design & Risk Assurance product area with Tribe Lending

In this role, you will report directly to the Product Area Lead – Operational Design & Risk Assurance and act as a key driver of regulatory change projects across the Lending Tribe, with a strong focus on non‑financial risk management. You will translate regulatory requirements into clear business and process changes, coordinate with product teams to ensure successful delivery, and embed risk assurance into design of our lending processes. The regulatory topics are related to for example BCBS239, IFRS9, ESG and (non)- financial risk topics in general.

The Team

You’ll be part of a cross-functional product area that ensures lending journeys are compliant, controlled, and efficient. Working with Product Leads, Product Managers, multiple departments and Risk specialists you’ll help shape how regulatory requirements and risk frameworks are embedded into day-to-day processes, ensuring that ING delivers value to customers while meeting external and internal standards.

Roles and responsibilities

As Customer Journey Expert, you will:

• Report to the Product Area Lead – Operational Design & Risk Assurance
• Manage and deliver regulatory and non‑financial risk‑driven projects across Tribe Lending, ensuring compliance, risk mitigation, and business readiness
• Translate regulatory and non‑financial risk requirements (e.g. operational risk, Basel IV, EGS,  into customer‑centric and efficient process journeys
• Identify, assess, and support the mitigation of non‑financial risks within lending journeys, ensuring risks are appropriately designed out or controlled through preventive and detective measures
• Work with Product Managers and Change Expert to ensure regulatory and non-financial risk requirements are embedded in platforms and processes
• Partner closely with Risk Assurance, Compliance, and other second‑line stakeholders to design controlled, auditable, and sustainable solutions aligned with ING risk frameworks
• Support risk assessments, control design, testing, validation, and issue remediation related to non‑financial risk and regulatory change
• Contribute to maintaining audit‑ready processes by ensuring clear documentation, traceability of regulatory requirements, and evidence of control effectiveness
• Promote a “first time right” mindset by driving clarity, ownership, and alignment across stakeholders to prevent rework and risk materialisation
•  Act as a role model for ING’s Orange Code behaviours- take it on and make it happen, help others succeed, and always stay one step ahead.

How to succeed

We’re hiring you for your potential and vision. Our expectation is that you’ll stay curious, keep learning, and lead with impact. In return, we’ll back you to grow into an even stronger version of yourself. This role requires a blend of regulatory and non-financial risk awareness, delivery skills, and collaboration. You’re comfortable working in a complex environment, engaging stakeholders across business and risk, and ensuring that changes are well understood and implemented.

The skills and experience we’re seeking:

• Experience in regulatory change, risk, and operational design
• Strong analytical and problem-solving skills
• Ability to translate complex requirements into simple, executable journeys
• Detail orientation with a focus on compliance and risk assurance
• Excellent collaboration and communication skills across functions
• Resilience and flexibility to manage multiple priorities.
• A mindset that combines ownership, teamwork, and continuous improvement.
• An AI first mindset in terms of driving regulatory change and non-financial risk mitigation

Rewards and benefits

In the TMT & Healthcare sector team, our demanding client relationships and transactions, combined with dynamic sector developments, will provide a steep learning curve. We realise that we need to have the best people in our team; hence, we are committed to investing in your personal growth and development. We offer you the opportunity to develop financial expertise, transaction experience, commercial and relationship skills, sector knowledge, and regular interaction with clients at a senior level. This role provides an excellent opportunity for a talented individual to gain valuable career experience in a diverse and international environment.

As an Analyst in the TMT & Healthcare sector team, you will have an excellent start to a promising career within ING!

The benefits of working with us