Customer Journey Expert

• REQ
• 22/09/2025
• Customer Journey
• Makati City, Filipijnen
• ING Hubs

Your role as Customer Journey Epert

The Customer Journey Epert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer eperience. The CJE works most of its time in a squad within ING's Agile organisation. Works together with other eperts to achieve the squad's mission. Has epertise in the areas of functional support, product development and process optimisation. A CJE is also a member of a Product development team where he or she works on its craftsmanship. In the product development area we will build and etend craftsmanship on developing, innovating and safeguarding knowledge in the field of the Wholesale Banking Loan Servicing epertise with a view to achieving an optimum customer and user eperience.

Your key responsibilities

• You are representing the voice of the customer and internal users and focus on continuously improving the digital payments journeys we are offering;
• You focus on continuously improving the digital journeys we are offering;
• You are able to simplify solutions and processes and tell the story clearly to our Lending Operations colleagues;
• You are able to develop, implement and communicate the roadmap around the squad vision;
• You are able to perform (automated) testing and facilitate and support user acceptance testing for new releases;
• You perform functional support to the main users of our applications;
• You define business requirements for the development of products and services;
• Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
• You understand the payment / settlement solutions in scope of your squad.

We are looking for

Proactive and ambitious CJE who can add value based on his/her in depth knowledge about Wholesale Banking Lending and has working knowledge on credit rating/financials and likes to work in a combined business/IT environment. You are passionate, bring new ideas, are open to others suggestions and a great team player. You have good communication skills and open to learn new skills. You are on top of market trends and would be at ease talking about how technology as well as Lending is evolving.

Proven track record and skills

• Bachelor / master's degree;
  E- perience/affinity with Wholesale Banking Product Area(s) and Lending products
  E- perience with process optimization and/or business analysis;
  E- perience with software delivery process
  E- perience with end to end process/ design workflow
  E- perience with testing support
  E- perience in supporting a global user community
• Familiar with the Agile Way of Working;
  Minimal 5-10 years of working e- perience in this area
  E- cellent level of English.

Your place of work

Eplore the area

Questions? Just ask

ING Recruitment team

Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.