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Customer Journey Expert

2 months ago

Manila, National Capital Region, Philippines ING Full time

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

ING aims to put sustainability at the heart of what we do, defining new ways of doing business where the planet and people are just as important as economic growth. It's about making progress together, step by step.

With climate change posing an unparalleled challenge to our planet's health and the sustainability of societies and economies worldwide, ING is committed to contributing to the global transition to a low-carbon, climate-resilient economy. One of the ways ING can make a positive impact on climate action is through our financing efforts. We aim to get a grip on the CO2 emissions of our lending portfolio and guide our customers' sustainable transitions.

As part of ING's commitment to sustainable growth, we are building an ESG Reporting team within the Global COO Risk Services Organization. The ESG Reporting team sifts through the complexity of ESG data to identify, construct and implement ESG reporting strategy, optimize processes, and standardize approaches to address ESG Reporting demands across the bank. The team has the end-to-end transformation responsibility for all internal Risk ESG Reporting activities and is the main point of contact for all ESG Reporting demands to COO Risk.

To successfully build this team, we are looking for a Customer Journey Expert to join us. As a Business Analyst, you will play a crucial part in the team by actively working on ESG programs for the bank and work with domain experts and implementation teams to achieve the key objectives of delivering ESG reports.

Key Responsibilities

Work closely with ESG stakeholders to understand their data demandsDefine and implement process to consolidate multiple and overlapping ESG data demandsValidate requirements for clarity and consistency across all ESG programs and to ensure efficiency and feasibility of implementationBe the link between the programs/initiatives and the reporting implementation teamMonitor and maintain the ESG DashboardsIdentify opportunities to measure and show impact through ESG Risk data insightsIncrease adoption of ESG data strategy for new programs and initiativesHelp grow ESG expertise within the team

Key Capabilities/Experience

Strong knowledge on requirement management and refinement methods Strong (senior) stakeholder management skills Curious and analytical mindset Ability to effectively communicate complex technical content to business/functional audiences Strong collaborative team player, working within and across multiple virtual teams on ESG projects Prioritization and planning skills High level of proactiveness and taking initiative Strong communication and presentation skills - verbal and written communication Broad knowledge of sustainability, climate or ESG domain Experience in creating processes and standards; and documenting these for wide use Broad knowledge of data management, relation databases, data modelling Eager to learn more and proactively acquire knowledge relevant to ESG and sustainability topics Minimum Qualifications Bachelor's or Master's degree in Business Management, Economics, Engineering, Sciences, or alike, and/or equivalent 5+ years' experience as a business analyst Broad experience with data querying tools e.g. SQL Highly proficient in English Willing to work in One Ayala Tower, Makati City Wiling to work in a hybrid setup (50% onsite) Willing to work mid-shift (only if needed)