Customer Journey Expert

The candidate will be part of Tribe Lending which is in charge of all lending-related operations activities and provides services for Commercial Banking Business. Under Tribe Lending there are 3 main focus areas namely: Client Offering and Investors, Expert Squads and the Client servicing & reporting. The different areas provides support for a wide variety of lending products such as term loans, letters of credit, collections, guarantees, bilateral & agency transactions. Next to operations the Lending Services domain is also responsible for the maintenance and changes to the applications which are used within Commercial Banking Business. Lending Services also includes the Lease IT department, developing and supporting applications and connectivity.

Job description:

As a Customer Journey Expert (CJE) in the Client servicing & reporting area, you will contribute to running the loan administration platform Loan IQ by ensuring our user base is supported in their day-to-day activities. You will drive the functional support process and work closely with process experts and other Loan IQ CJE’s in roll-outs and migrations. You will work closely with diverse personalities across the hubs and manage internal and external stakeholders.

Key responsibilities:

• Manage stakeholders by providing timely updates regarding progress, impediments, and priorities
• Provide user support and ensuring correct configuration of Loan IQ
• Ensure business requirements are translated and managed via the backlog through “user stories” (what is needed, for whom and why) and use of scrum teams (how) to realize targets and mission the best way possible
• Work closely with the Product Owner to achieve the best overall results and understand the backlog prioritization
• Work closely with the Test Engineers to ensure all functional areas are covered within the (automated) test set
• Utilize service management tooling, SQL and/or related skillset to provide timely reports to stakeholders

Qualifications:

• Experience/Knowledge of Loan IQ application
• Experience in the Agile way of working•Experience in Wholesale Banking Lending domain
• Bachelor’s Degree in Economics, Business Administration, Engineering, Information Technology or any related field
• Understand organizational changes and ability to translates what needs to be done in a strategic sequence with alignment to the appropriate stakeholders

What we are looking for:

• Concrete experience with working in a data and IT driven organization
• Strong relationship management experience, with prior experience working collaboratively in across functional team
• You are ambitious, eager to learn, pragmatic and problem-solving
• You take responsibility, steer strategy and realizations based on facts and data, managerial courage to ask questions and make decisions
• You focus on delivery through collaboration, ability to bring people together to work towards the same purpose
• You are easy to work with, excellent organization sensitivity skills, and have a drive to work in a bank-wide, international environment.
• You have outstanding social and communication skills (ability to communicate clearly, effectively, and consistently in different contexts and cultures).
• You are “MVP” driven, making continuous impact in a complex environment.
• You see giving and receiving constructive feedback as an important condition for working well together.
• Skilled in communicating complex topics and solutions and open to ideas from others. Experienced to communicate by means of Microsoft Office 365 including Word, PowerPoint, Outlook
• Comfortable working in in an international context.
• Transparent, flexible, and motivated to make every day a success.
• Share and adhere to the ING values of honesty, prudence, and responsibility.