Customer Journey Expert - Lending - Wholesale Banking

The Lending Tribe is part of ING’s Wholesale Banking Lending Organization.

Our strategic direction is that we build the future of Wholesale Banking for our customers and employees. We create a fast, seamless, personalized & Data driven Digital Lending Xperience.

The tribe consists of three area’s; 1) Area Client Offering & Investors, 2) Area Client Services & Reporting and 3) Area Expert Squads

This position is for the Area Client Offering & Investors. Within this area we have a couple of initiatives which will contribute to making the lending processes fully digital and reduce the time to yes and cash to 24 – 48 hours. We will do this through rethinking, replacing and reinventing current processes and tooling while ensuring compliance to policy and regulations by design. There are plenty of different domains such as Pricing, Loan approval process, documentation process and credit monitoring process.

We aspire to develop & build the next generation Loan Approval Platform and transform the way clients and employees interact with each other to the best customer experience in the market for ING. This is a challenging area due to the high degree of complexity in processes and product offering. At the same time this is an Area which will directly impact the daily work of our >2000 WB Front Office and Risk colleagues globally, the speed which we can execute deals for our clients (with distribution in mind), which will ultimately enable ING WB’s growth strategy.

Role and Responsibilities as Customer Journey Expert

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 Lending Products and analytical skills regarding for example Corporate Lending, Project Finance, Acquisition Finance, Real Estate Finance, Financial institutions etc.

This role specifically refers to the squad mainly working on the Advanced Credit Rationale (“AdCR”). The AdCR reimagines how a Credit Rationale is created via a digital web-application. We hope to bring about time savings when preparing and reviewing the Credit Rationale through data re-use, pre-filling, while having a structured policy compliant by design template (e.g. EBA LOM) that is also future proof for data science and distribution activities. You will work closely with Front Office, Risk, and Policy colleagues to understand their requirements for the customer journey.

Your Key Responsibilities

• Stakeholder management: 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.

• Content alignment: For the squads and your chapter you are the to-go person regarding Lending Product and Front Office or Risk processes (incl. documentation). Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape.

• Bridging the gap between users and developers, data scientist in the team. Translating the voice of the user into clear requirements for your IT colleagues.

• Risk management: 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.

• Knowledge Sharing: 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.

• Agile Development: 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.

What is in it for you?

We are looking for someone who is tired of the current processes and systems. Someone with a growth mindset, who wants to drive change, work on cool digital innovation initiatives, including up-and-coming data science/AI use cases. 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 Scientists, UX), in a diverse, fun and energetic Area.

 Proven track record and technical skills:

• Master degree

• Minimal 5+ years of work