Customer Journey Expert V

The Opportunity – Customer Journey Expert - Universal V

The Lending Tribe is part of ING Wholesale Banking Lending.

Our goal is to contribute to become the best Wholesale Bank in Europe by 2026. WB Lending is one of ING’s main business lines, offering a suite of Lending products and services to WB customers. As Tribe Lending, we commenced a Digital Transformation Journey three years ago to improve our customer and employee experience and digitize our processes to stay competitive and remain regulatory in control. Digitalization is what our customers expect, our employees desire and our regulators demand.

The tribe consists of 7 dedicated product areas focusing on specific segments of the lending value chain (origination, monitoring, credit ratings, loan servicing, covers, channels and data) supported by three centres of expertise; Business Architecture, Business Support / NFR and Data Analysts.

This vacancy is positioned in the Business Architecture centre of expertise. The team is responsible for the Global Lending Standardisation Framework (GLSF) describing the global Lending Operating Model, overseeing and optimizing the end-to-end processes in a structured and measurable framework that describes products, processes, data and IT applications and works together with the product teams and stakeholders outside the Lending Tribe. Within this team we align the business objectives with the lending operating model, promote efficiency by optimizing end-to-end processes and safeguard the consistency of our products and lending policies.  

We design, maintain and improve the GLSF based on (organizational) changes, new regulation and new applications in close coordination with the product leads and priority setting by the head of Lending . The Business Architecture team also oversees product management and related product changes, product governance and the design and data driven key performance indicators of our products.

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 analytical skills and (strategic) knowledge of Lending Products and product policies regarding for example Corporate Lending, Project Finance, Acquisition Finance, Real Estate Finance, Financial institutions etc. Candidates with a track record in the front office domain of Lending / risk with an interest in product management and creating data insights are especially invited to apply.

For this position, the CJE  will strengthen our global product management by offering advice, drive change and maintain consistency. The CJE will focus on the re-design of lending product performance management ,covering a target picture for governance, corresponding processes, tooling and implementation. Effective product governance and ultimately performance management requires to address four key issues: 1) Defining & capturing the product suite, 2) Defining a set of comprehensive KPI across lending, 3) guidance in measuring product performance and 4) Proper data and tooling.

Key Responsibilities

• Product management - performance : create aggregated lending product insight per country in terms of products, revenue, customer types, volumes / churn, new volumes, channels and data quality.
• Product management - catalogue : product, fee and purpose standardization, harmonization and registration of the lending product, working towards clear demarcation and joint solution delivery with other WB domains.
• Product management – design/product development : Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape. Working together with legal, process and service design colleagues to design the WB lending products of the future, that are delivered through traditional and new (digital) channels on aspects such as ESG, covers, covenants, fees and benchmarks.
• Product management - regulation : contribute to global programs affecting the lending product such as benchmark transitions, Basel IV,  and other regulatory requirements
• Product benchmarking : preparing benchmark studies towards product management vis a vis our biggest competitors, to support our product design initiatives 
• Product governance : facilitate lending product approval and review process and prepare and attend the Global Product Approval Committee
• Stakeholder management: Client value add is our main priority. Together with the team, you will craft and decide the stakeholder communication strategy.
• Risk management: to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. RCSA processes etc.

What is in it for you?

We are looking for someone who gets energy to re-image the current products and governance. Someone with a growth mindset, who wants to drive change, contribute to cool (digitalisation) innovation initiatives. You will be enabled to “Do Your Thing” working with a cross-functional team (CJEs, process, data, service design, IT), in a diverse, fun and energetic team.

 Proven track record and technical skills:

• Master degree
• Minimal 3-5+ years of working experience
• Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment
• Experience/affinity with Wholesale Banking Lending/Sectors within Front Office or Risk Management experience
• Excellent communication skills (English - verbal & written)
• Attention to detail and strong analytical skills
• Self-starter, with excellent organisational skills and able to deliver on priorities
• Experience in Vantage reporting, Access and other database management systems is a pre
• Willingness to re-locate to Dublin, Ireland

This is a 18 position in the GJA scale, functionally reporting to the Tribe lead product Business Architecture based in Amsterdam, the Netherlands and hierarchically to the Tribe Lead Lending based in Dublin.