Customer Journey Expert for Global Digital Identity

ING is looking for a Customer Journey Expert for Global Digital Identity within the Customer Data Domain

GJA profile: Customer Journey Expert III

We are looking for an analytical and hands-on Customer Journey Expert to ensure ING will have a global capability of supporting European Digital Identity Wallets (EUDIW). The Customer Journey Expert III will report directly into the Product Lead of Global Digital Identity.

Who we are

As a technology enabled and digital-led bank, the creation and usage of data sits everywhere. Data is of critical importance for measuring risk, performance and decision making. As such, we need to ensure our data is complete, accurate and traceable and protected [i.e. safe and exclusive]. The global data organization acts as a first line gatekeeper to secure adequate data chains, collaborating with all functions, business lines and countries within the Bank. Chief Data Office (CDO) is therefore a pivotal organizational unit actively collaborating with all functions, business lines and countries within the Bank.

The Global Customer Domain contributes to the ING strategy by delivering customer data services which can be directly integrated into the mobile, web and assisted channels of our consuming entities: ING Retail banks, Business banks and Wholesale bank. This role resides in one of the Global Customer Domain Products: Global Digital Entity.

Job description
This role is pivotal in implementing the new eIDAS2.0 regulation, ensuring ING builds a global component that supports Digital Identities and Wallets across all retail countries, Business Banking and Wholesale Banking and becomes compliant by end of 2027. As CJE, you will drive the end-to-end customer journey design, align requirements with key stakeholders, and translate these into technical and data flow patterns. You ensure that within the frictionless customer journeys, we take care of regulatory compliance and secure underlying data flows including data lineage.

Next to that, you will collaborate across functions and business lines to ensure alignment and adoption of the EUDI Wallets in ING. You will support in creating a vision on how we improve our services from a global customer data perspective, and how to set the global data standards that can be reused per function. Lastly, you will stay up to date on the latest market developments around the eIDAS2.0 regulation and will become an expert around digital identity wallets in Europe.  

We expect you to

• Map EUDI Wallet customer journeys including underlying data flow design
• Align the implementation and adoption across business units of EUDIW
• Consolidate entity requirements and refine this towards technical counterparts e.g. OneGate
• Support in developing a data strategy encompassing e.g. data protection, lineage, traceability, and quality approach
• Create/document new EUDIW use cases, business scenarios, requirements, sequence diagrams, etc
• Collaborate with key global stakeholders such as Legal, Compliance, IT, Risk, Fraud, PSS and business lines to ensure secure and compliant data handling
• Actively engage in market developments around eIDAS2.0 regulation and track latest trends.
• Be a trusted and mature counterpart to share in-depth expertise on Digital Identity towards management
• You adhere to the ING values, and it is evident for you that your behavior is fully aligned with these values

What we would like you to bring to the team:

We are looking for someone with drive and structure to deliver from concept to execution.

• Master’s degree, Technology related is a plus
• Relevant experience in business analysis & change management for large global transformation programs
• Deep understanding of digital identity frameworks and the eIDAS regulation
• You’re quickly able to pick up a new concept and make it your own is required to succeed
• You show a strategic mindset and you find future opportunities which you can translate into concrete strategies
• Curiosity and drive to understand the IT landscape and solutions offered, it’s a plus if you’re already familiar with ING infrastructure
• Experience and ability to work within an small and independent team
• Experience and ability to structure and lead design and alignment sessions
• Pro-active approach and strong analytical mind to quickly grasp the essence of what is required
• Ability to be structured and to the point in communication (verbally and written)
• Fluent in English

What we offer

• 40-hour work week
• Job scale 16 (GJA Customer Journey Expert III)
• A competitive salary tailored to your qual