Customer Journey Expert
ING
- Dublin
- Permanent
- Full-time
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 Experience.The tribe consists of three Areas: 1) Area Client Offering & Investors, 2) Area Client Services & Reporting and 3) Area Expert Squads.
The open positions are for the Area Client Offering & Investors. Within this area we have a number of initiatives which will contribute to making the lending processes fully digital, data driven and reduce the ‘time to yes’ for our clients. We will do this through rethinking, replacing and reinventing current processes and tooling while ensuring compliance to policy and regulations by design. There are a number of different domains within this area but our current open positions are specifically related to:End-to-End Lending – Loan Origination: You will work in the Commercial Loan Origination or CLO team. CLO is an off the shelf product which we are designing and customizing to fit ING needs. The CLO team is responsible for designing, implementing and rolling out the digital approval journey across WB for our sectors/products, a.o. Real Estate Finance, Project Finance, Corporate Sector Lending and Financial Institutions. We enable our front office and risk colleagues to digitally structure deals, perform regulatory checks and receive approvals. It is an integral part for our origination and monitoring activities and therefore plays a crucial role in the financial performance and regulatory compliance of the Bank. You are also involved in development of the complicated data visibility framework and user access management in CLO.End-to-End Lending – Loan Monitoring: Focus areas within the Loan Monitoring space include: i) automated Early Warning Indicator monitoring; ii) creating Insights & Analytics based in data to support decision making; iii) redesign and automation of our global Covenant Monitoring processes; iv) creating an AI driven automated credit approval solution for low risk deals and; v) transitioning WB towards active in-life monitoring to reduce time spent on credit approval requests. We are also experimenting with the use of Large Language Models (LLM’s) and AI to streamline and automate our processes where possible.PricING: Pricing is an application sitting in the loan origination journey, which enables our front office colleagues to calculate income, risk and profitability of potential transactions. The application plays a fundamental role in ensuring ING is properly remunerated for the risk it takes when lending, PricING is integral to Wholesale Banking strategy. The PricING team is responsible for keeping the
application in line with ING and user needs, including understanding how regulatory and bank strategic changes impact the customer journey and technical specifications of the product, while providing hands-on support to our end users. Regulatory changes (e.g. CRR III) mean it is a busy and interesting time on the team. The scope of this application and team will grow over time.
We aspire to design & develop the next generation End-to-End Lending journey 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
2,000 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
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. Candidates with a deeper understanding in the domain of lending products / risk are also invited to apply.
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-Return processes. 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 analyst 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
We are looking for someone who is tired of the current processes and systems. Someone with a growth mindset, who wants to drive change and work on digital innovation initiatives. 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 Analysts, UX), in a diverse, fun and energetic Area.Proven track record and technical skills:
- Bachelor’s Degree, preferably in Finance (e.g., Accounting, Business Administration, Economics) or a related field)
- Minimal 3-5+ years of working experience
- Thrives in a collaborative virtual team environment, working closely with colleagues across various locations that are working towards common goals
- Enjoys working to improve process and procedures that require engagement with various other stakeholders
- Is a “self-starter” who is willing to take the lead on projects and initiatives for the benefit of the Lending Tribe and the broader ING WB
- You have a pro-active attitude; you speak up about your ideas
- Open minded, goal driven personality and the capabilities to optimally function within an Agile environment
- Experience/affinity with Wholesale Banking within Front Office or Risk Management lending teams or credit risk transaction approval
- Interested in new technological and data science applications
- Excellent command of English
- Has excellent written and oral communication skills. Experience and proficiency in PowerPoint will be an asset
- Is detail-oriented and accurate, you can manage multiple projects simultaneously and meet tight deadlines
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 back you to develop into an even more awesome version of yourself.What we offer you
- A clear purpose, a unique offer, and a range of benefits
- Personal growth & challenging work with the opportunity to acquire skills, experience and progress your career in banking.
- Informal, dynamic workplace with innovative colleagues supporting your endeavours.
- Exposure to an international environment and close collaboration with colleagues across the globe
- On-the-job training to translate theory into practice, learning from highly experienced professionals.
Contact Aidan McGeown for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.