Customer Journey Expert – Financial Markets and Counterparty credit risk

Your work environment

Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international markets and specialist expertise in selected emerging markets and products.

Within Financial Markets & Group Treasury, we are looking for an enthusiastic Customer journey expert in the Counterparty Credit Risk area, to strengthen our team of customer journey experts.   

Background:

Adaptiv Credit Risk(ACR) is ING’s Credit Risk application for measuring Counterparty Credit Risk for Financial Markets & Group Treasury products. ACR is connected to most Financial Markets Front Office deal capture systems and trading locations across the globe. The ACR team operates as a BizDevOps squad representing ING Tech and Financial market business.

The purpose of the squad is to deliver: Real time limit check functionality for the Front Office deal capture systems; Credit limit and Violation management; Calculation engine for Pre-Settlement exposure, Settlement exposure, Money Market exposure and Investment risk.

The team operates globally from The Netherlands, Romania, UK and Singapore.

Your role

The FMGT Tribe is the change delivery department of Financial Markets (‘FM’) and Group Treasury (‘GT’) that has as purpose to realize our clients’ dreams by connecting them to global markets, providing financial solutions, and delivering long lasting value.

As a Customer Journey Expert (CJE), you believe in making the customer journey as simple and intuitive as possible. You are driven by customer delight. You will be the bridge between the business and the IT.

Your key responsibilities

• To Understand the Customer’s day to day use cases and translate them into a customer journey, which is as simple and intuitive as possible.
• To Translate and explain the customer needs “What” so that the IT engineers can determine the appropriate “How”.
• Host feature refinement workshops with the team and break features into stories (story-mapping).
• Prepare refinement of stories and write user stories
• Test the delivered stories.
• Take End to End ownership of business requests and delivering value to the end customers.
• Host knowledge sessions with the team.
• Communicate and align with the other domains contributing to the counterparty credit risk customer journey.
• Have a good end-to-end vision and manage complexity within process, product to make the customer journey as simple as possible to lead to customer delight.
• Keep track of and analyze market and competition developments;

Who are we looking for?

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

Your profile

We are looking for a customer journey expert / business analyst with 3+ years of work experience and a background in Counterparty Credit Risk Management and / or Financial markets.

• You love to make things happen.
• You can work independently and navigate through the stakeholders.  
• You can combine functional credit risk requirements and technical solutions into a proposal that can be agreed by multiple stakeholders.  
• You makes connections between customer requirements, corporate strategy and longer term vision;
• You have experience in test case development and test execution;
• You are able to clearly explain features or user stories during refinement session to the squad and to lead demo sessions to users and stakeholders;
• You understand and support the agile way of working;
• You look for challenges and encourages the squad and individuals to improve;
• You have a Master degree in Economics, Finance or similar;
• You have an excellent command of the English language, both written and verbal.

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions