Customer Journey Expert

Customer Journey Expert – Deal Intake & Maintenance

Shape the Future of Wholesale Lending

At ING, we believe banking should help people move forward with less friction and more confidence. That's why we're continuously improving how we deliver products and services to our customers around the world.

As a Customer Journey Expert (CJE) within the Lending Tribe, you'll play a key role in improving client servicing and reporting processes, ensuring critical lending data is available in real‑time for clients, colleagues, and regulators. If you enjoy solving complex business challenges, working with diverse international teams, and driving meaningful change through data and technology, we'd love to hear from you.

About the Team

The Lending Tribe is part of ING Wholesale Banking Lending, one of ING's core business lines serving corporate and institutional clients. The team is on a multi‑year digital transformation journey focused on enhancing customer and employee experiences, modernising lending processes, and maintaining regulatory compliance while helping ING become the best Wholesale Bank in Europe.

Role Summary

As a Customer Journey Expert, you will bridge business and technology by translating business needs into actionable solutions. You'll work closely with Product Managers, Scrum teams, and stakeholders across ING's global Wholesale Banking network to improve processes, optimise data availability, and support the ongoing digital transformation of the lending business.

Key Responsibilities

• Manage and engage stakeholders, providing clear updates on priorities, progress, risks, and dependencies.
• Translate business requirements into user stories and manage them through the product backlog.
• Ensure the backlog remains transparent, prioritised, and aligned with business objectives.
• Collaborate with Product Managers and Agile delivery teams to drive continuous improvement initiatives.
• Define and improve business processes while identifying and resolving business constraints.
• Support Loan IQ application enhancements, testing, and implementation activities.
• Coordinate user acceptance testing for new Loan IQ releases and validate critical business scenarios.
• Investigate and help resolve Loan IQ functional incidents and issues.

Required Skills & Experience

We're looking for someone who combines business understanding, stakeholder management, and technology expertise.

Must‑Have

• Minimum 3 years of functional experience with the Loan IQ application.
• Experience working in an Agile/Scrum environment.
• Bachelor's degree in Business Administration, Economics, Engineering, Information Technology, or a related discipline.
• Strong stakeholder management and cross‑functional collaboration skills.
• Excellent analytical, problem‑solving, and communication capabilities.
• Ability to translate complex requirements into clear, structured solutions.

Nice‑to‑Have

• Experience working in a data‑driven or IT‑driven organisation.
• SQL or related reporting and data analysis skills.
• Experience working in international or global environments.

What We Offer

• The opportunity to contribute to the digital transformation of a global banking organisation.
• Exposure to international stakeholders, products, and business units worldwide.
• An inclusive, collaborative environment where diverse perspectives are valued.
• Opportunities for continuous learning, growth, and career development.
• Meaningful work that directly improves customer and employee experiences.