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Customer Journey Expert

4 months ago

Manila, National Capital Region, Philippines ING Full time

Customer Journey Expert – ESG Operational readiness

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking

Job Overview

We are building the ESG Operational readiness team and looking for a Customer Journey expert to join our team within the Global COO Risk organization.

As a Customer Journey expert, you will play a crucial role in the team by actively working with programs, domain experts and implementation teams across different business lines [ Wholesales Banking, Business Banking and Retail Banking] to achieve the key objective of operationalize global ESG activities.

Key Responsibilities

Coordinate the execution of global ESG operational activities across different areas of the organization [ Wholesale Banking, Business Banking and Retail Banking], including identify what Subject Matter Experts (SMEs) currently doing and bring information together to create an end-to-end business process mapping. Always keep in mind, this is a fast-changing topic, improvement and changes are constantly happening, so as the process. Optimize and strengthen the current processes that allow ING to delivery the Terra sustainability report to both internal and external stakeholders; Critically assess legacy processes and improve them toward a sustainable target operating model; You pay attention and demonstrate the essential inter-relationships and interdependence between the process steps, and reminds us that the strength of a chain depends upon its weakest link. You optimize the process with structured roadmap in an agile setting, and constantly prioritize when new information emerges, taking your stakeholders along in the process. You contribute to functional risk & control compliancy to mitigate business and operational risks. Most importantly, you connect people, topics, and expertise. Continuously communicate with all relevant stakeholders. Key Capabilities/Experience An entrepreneur who combines client focus with delivery power. A pro-active, creative and an out-of-the box thinker. You work together with people from different disciplines, from a diversity of backgrounds. It broadens your perspective on the world and gives you new insights. You bridge IT and business through understanding of program's needs, and are not afraid to deep dive and understand data together with your stakeholders An open and transparent communicator across different skill and seniority levels. Passionate about sustainability topics and familiar with sustainability publication is a plus Minimum Qualifications 5+ years work experience and a strong proven track record as Business Analyst and/or in product/service/project management; 2+ years work experience in financial sector, in either COO, Tech or a Business function; Solid understanding of the ING organizational landscape is plus; Master degree preferably in Finance, Economics, Business administration, Business Analytics. Ms Office is a must have and experience and/or willingness to understand SAS is a plus; A Customer/ Employee-Focused Approach; Excellent in stakeholder management (particularly with IT, Operations and the front office stakeholders); Fluent in written and spoken English