Customer Journey Expert IPA Collateral

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.

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.

We are looking for an ambitious and pragmatic team player to strengthen our team of customer journey experts.

As a Customer Journey Expert (CJE):

• You will combine market and system knowledge, product management and business expertise to successfully deliver change initiatives, including shaping the future‑state reporting landscape as legacy collateral management reports transition into modern Google Cloud‑based BigQuery data marts and Looker dashboards.
• You will be the interfacing function between various stakeholders (trading, collateral management, risk, finance and IT, helping them articulate their true reporting and data needs rather than replicating historical logic.
• You will represent the voice of the business to the squads.

Your key responsibilities

• Support efficient change by providing impactful analysis on cross‑domain, end‑to‑end and complex environments, including understanding how current reporting is used and what stakeholders truly need going forward.
• Establish and maintains strong (sustainable) relationships with key stakeholders, facilitating requirement‑gathering sessions to capture business goals and information needs from users of legacy collateral management reports.
• As partner of the squads, maximise business value by providing clear, developer‑ready content reflecting modernised reporting needs for Google BigQuery and Looker.
• Translate and explain the “What” so that the IT engineers can determine the appropriate “How”
• Facilitate release and testing process through impact assessments, release reports and user sign‑offs.
• Structure, simplify and solve issues on processes and systems, promoting simplification and standardization, and challenging legacy report logic rather than replicating it. Participate and lead end‑to‑end refinement and solution‑design sessions.
• Works independently and ensures that implications of decisions are thought through and get addressed.
• Creates an environment of open dialogue that encourages expertise development through collaboration and idea-sharing, in which colleagues take responsibility, help each other to be successful and remain a step ahead.
• Accumulates and collects knowledge, keeps it up to date and makes it accessible for re-use. Takes initiatives for sharing knowledge.

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.

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

As Customer Journey Expert you will need:

• A Completed Master’s degree
• At least 5 years of experience in Financial Markets or Risk Management
• You have an interest in IT
• Experience with working in Agile/Scrum is a plus
• Experience as a Product owner is a plus
• You have a problem-solving mentality
• Good communication skills (in English), communication and presentation skills (telling – selling) across different skill and seniority levels
• You have good stakeholder management skills
• You are flexible and you easily adapt to a changing environment
• You enjoy working in a diverse and multi-cultural environment, you trust others and can be trusted
• You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment
• Basic Python and SQL skills to support data analysis or validation tasks

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 here:

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. 

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!