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1 - 2 Years
Customer Journey Competent - In Life Management Squad – WB Tribe Lending
For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Competent for our In Life Management squad located in Amsterdam. This squad of part of the Client Services and Reporting area in Tribe Lending. The goal of this area is to enable a stable core platform with straight through processing of client services request and real time reporting.
Within ING we have embarked on our Accelerate Think Forward journey to build the next generation digital bank. We strive to provide (beyond) banking services which are personal, relevant, instant and seamless. We have always been at the forefront of providing new innovative services and exploring new technologies. At this moment we see a lack of automation, standardisation and scalability in the processing of transactional data and service requests via our Lending core systems. Ideally all our client service request and transactional data will be automatically processed via different channels and interfaces that reduces handling time for our customers and users and increases efficiency of repetitive/manual activities and help us to scale our services on a global scale. Are you the right person to lead this journey and reach this vision?
Your role and work environment
You work within the Wholesale Banking Global Tribe Lending. The purpose of our Tribe: Make complex lending simple! For borrowers, ING employees, investors and regulators. The Tribe is responsible for easy, reliable and controlled processes for getting a loan and managing your loan. Also, the distribution of the loans to lenders and investors (amongst other syndications) is part of the scope. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering a uniform client experience across countries. The In Life Management squad aims to automate the operational transactional in life management processes including funding, payment and correspondence. Next to this, this squad is responsible to maintain and improve the connection of the Lending core system with other applications and product lines for the operational transactional in life management processes (like Transaction Services, Financial Markets and Document Management).
Customer Journey Expert
The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of software products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within ING's Agile organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of funding and/or payments, software product management and process optimisation. A CJE is also a member of a Chapter where he or she works on its craftsmanship. In the chapter we will build and extend craftsmanship on Lending products, Customer Journey, Product development and collaboration with third party solutions providers.
Your key responsibilities:
As a Customer Journey Expert:
You are representing the voice of the customer, have a strong vision on how to attract consumers and focus on continuously improving the digital journeys we are offering;
Offering a differentiating customer experience by continuous innovations starting from client centricity;
You understand client needs, digitization and API’s, bridging IT and business;
You define business requirements for the development of products and services;
You can support our global Change Managers in the Lending Target Operating Model rollout and explain the target set-up around payments, funding and correspondence to simplify solutions and processes;
Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
You can simplify solutions and processes and tell the story clearly to clients and Lending Operations colleagues;
You understand the funding, payment and correspondence solutions in scope of your squad. As such you are responsible for designing, developing & operating the solutions for our clients that allows them to stay a step ahead in life and business;
You can develop, implement and communicate the roadmap around the funding, payment and correspondence solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities.
Who are you?
You are an ambitious Customer Journey Expert who can add value based on his/her in depth knowledge about in life management operational processing of transactional data (service requests) and have a vison to further automate this journey for our clients and internal employees. You are passionate, bring new ideas, open to others suggestion and a great team player. You have good communication skills and open to learn new skills. You are on top of market trends and would be at ease talking about how technology as well as Lending is evolving.
Your education, experience and background:
Bachelor / master’s degree;
Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products
Experience with process optimization and/or business analyses;
Knowledge of LoanIQ especially related to payments, funding and correspondence is a plus;
Understanding of payments and settlement processes and related SWIFT message types.
Understanding the Financial Markets/Bank Treasury infrastructure and tribes/squads is plus;
Experience with test automation (Parasoft considered a plus);
Experience in supporting a global user community;
Familiar with the Agile Way of Working;
Minimal 5-10 years of working experience in this area;