Customer Journey Expert

16 hours ago

Manila, 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 transforming banking, offering numerous opportunities for personal growth in a continuously evolving environment. If this environment suits you, apply and join us in shaping the future of banking

Job Overview

We are establishing the ESG Operational Readiness team and seek a Customer Journey Expert to join our Global COO Risk organization.

As a Customer Journey Expert, you will be pivotal in collaborating with programs, domain experts, and implementation teams across various business lines (Wholesale Banking, Business Banking, and Retail Banking) to operationalize global ESG activities.

Key Responsibilities

  1. Coordinate the execution of global ESG operational activities across different organizational areas, identifying current SME activities and creating end-to-end process maps. Keep in mind, this is a dynamic, fast-changing area, requiring continuous updates and improvements.

  2. Enhance and streamline existing processes to enable ING’s delivery of the Terra sustainability report to internal and external stakeholders.

  3. Critically evaluate legacy processes and develop improvements toward a sustainable target operating model.

  4. Understand and demonstrate the inter-relationships and interdependence between process steps, recognizing that the strength of a chain depends on its weakest link.

  5. Use a structured, agile roadmap to optimize processes, prioritizing tasks as new information emerges and engaging stakeholders throughout.

  6. Contribute to functional risk and control compliance to mitigate business and operational risks.

  7. Connect people, topics, and expertise by maintaining continuous communication with all relevant stakeholders.

Key Capabilities/Experience

  1. An entrepreneurial mindset combining client focus with delivery power; proactive, creative, and innovative thinking.

  2. Ability to collaborate with diverse disciplines and backgrounds, broadening perspectives and insights.

  3. Capability to bridge IT and business through understanding program needs and data analysis, engaging deeply with stakeholders.

  4. Open and transparent communication skills across various skill levels and seniorities.

  5. Passion for sustainability topics; familiarity with sustainability publications is a plus.

Minimum Qualifications

  1. At least 5+ years of work experience with a proven track record as a Business Analyst, product, service, or project management.

  2. Minimum of 2+ years in the financial sector, in COO, Tech, or Business functions.

  3. Understanding of the ING organizational landscape is advantageous.

  4. Master’s degree, preferably in Finance, Economics, Business Administration, or Business Analytics.

  5. Proficiency in MS Office; experience or willingness to learn SAS is a plus.

  6. Customer and employee-focused approach.

  7. Excellent stakeholder management skills, especially with IT, Operations, and Front Office stakeholders.

  8. Fluent in written and spoken English.

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