Customer Journey Expert

3 days ago

Manila, National Capital Region, Philippines ING Full time

Customer Journey Expert ING is looking to recruit a Customer Journey Expert for the Wholesale Data Management and Analytics Platform.

Your work environment: ING's purpose is 'Empowering people to stay a step ahead in life and in business'. Every ING colleague is given the opportunity to contribute to that vision.

The ING Think Forward Global Strategy aims to create a differentiating customer experience, enabled by simplifying and streamlining our organization, further striving for operational excellence, enhancing the performance culture within our company and expanding our banking capabilities. The Tribe Wholesale Data Management is elementary for the delivery of the ING Think Forward Strategy. It has been established in the COO Domain to ensure that ING Wholesale Banking has trustable data which is fully fit for the purpose timely, complete, accurate, adoptable, comprehensive, consistent and appropriate), facilitated by a state-of-the-art data architecture and IT infrastructure.

The Tribe Data Management is establishing a team within ING Business Shared Services - Manila to strengthen the Wholesale Data Management global organization model to form beter balance across the various locations to support all the components of the Tribe focusing in Data Operations, Data Delivery, Market Data Management and CDO office.

As Customer Journey Expert (CJE), you will be part of the Tribe Wholesale Data Management and joining one of the squads working on the Data Management and Analytics Platform . The role will focus around the Credit Risk and Finance data delivery. The CJE is responsible for building out and delivering the business requirements, business processes and resolving business constraints specific on Global Data Management, with specific on Wholesale Banking Data management. The Customer Journey Expert will apply and align with Global Data Management's principles, standards and good practices. Within the Data Management and Analytics Platform, the CJE is responsible in making sure data is available for consumption with approval of Data Owners and according to the requirements on timeliness, accuracy and completeness. This includes having Data Governance as well as business analytical capabilities in place for the respective users.

Key characteristics:


• Self-starter with a good ability to work in a Global team virtually across various locations


• Able to show role ownership and accountability


• Good knowledge of the agile way of working, but also has a pragmatic approach how to combine this in areas where close collaboration and transparency is a must


• Design Thinking, which enables big-picture view into details required for in-depth analysis resulting to good decision making


• Ability to ask the right questions which aids in identifying the core problem


• Results oriented with an ability to find ways of solving or pre-empting problems


• Sound understanding of business principles and concepts including an understanding how Data Management is influenced by financial services functions and processes


• Consulting mindset including an ability to think about Data Management in a way that is abstracted from how business functions currently operate


• Has the resilience and grit in handling escalations and work under pressure of different stakeholders and management


• Hands-on mentality in a data-driven seting


• Excellent verbal and writen communication skills


• Banking experience is a plus

Key responsibilities:


• Develop vision and strategy for (elements of) the Data Management and Analytics Platform
• Manage stakeholders by proactively communicating on progress, impediments and priorities


• Engage stakeholders with opportunities in the market to improve efficiency or time-to-market


• Ensure requirements are dealt with in the relevant backlogs


• Ensure business requirements are translated to the backlog by "user stories" (what is needed, for whom and why) and use of scrum teams (how) to realize targets and mission the best way possible


• Conduct dialogue with key stakeholders across the domain with inclusiveness of the squads in order to come up with a roadmap and defined by product backlog for continuous improvement


• Ensure the product backlog is visible, transparent and clear.


• Provide guidance on the operational necessities and appropriate direction on prioritization to the relevant teams


• Work closely with other Product Owners in the Data Management and Analytics Platform to achieve the best overall results

Who are we looking for?


• You have a passion for Data (Management)


• Bachelor's Degree in Economics, Business Administration, Engineering, Information Technology or a related field


• Experience in Credit Risk data gathering and modeling


• Understand organizational changes and ability to translates what needs to be done in a strategic sequence with alignment to the appropriate stakeholders


• Proven knowledge and experience in the area of Data Management and analytics preferred


• Concrete experience with working in a data and IT driven organization


• Strong relationship management experience, with prior experience working collaboratively in a cross functional team


• You are ambitious, eager to learn, pragmatic and problem-solving.


• You take responsibility, steer strategy and realizations based on facts and data, managerial courage to ask questions and make decisions


• You have strong analytical skills and get energy of translating complexity into a clear vision and structure, always looking for ways to improve the status quo


• You focus on delivery through collaboration, ability to bring people together to work towards the same purpose.


• You are easy to work with, excellent organization sensitivity skills, and have a drive to work in a bank-wide, international environment.


• You have strong influencing skills and result-driven with persistence and can-do mentality to be able to implement solutions across all units of the bank.


• You have outstanding social and communication skills (ability to communicate clearly, effectively and consistently in different contexts and cultures).


• You are "MVP" driven, making continuous impact in a complex environment


• You see giving and receiving constructive feedback as an important condition for working well together
• Skilled in communicating complex topics and solutions and open to ideas from others. Experienced to communicate by means of Microsoft Office 365 including Word, Powerpoint, Outlook


• Comfortable working in in an international context


• Transparent, flexible and motivated to make every day a success


• Share and adhere to the ING values of honesty, prudence and responsibility

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