(10/10/2025 A) Customer Journey Expert

Overview The Opportunity The Lending Tribe is part of ING’s Wholesale Banking Lending Organization. Our strategic direction is that we build the future of Wholesale Banking for our customers and employees. We create a fast, seamless, personalized & data driven Digital Lending Experience. The tribe consists of seven product spaces and three expert spaces. This position is for the Loan Origination and Execution product space. Within this space we have multiple initiatives which will contribute to making the lending processes regulatory compliant, fully digital, data driven and reduce the time to yes and cash to 24 – 48 hours. We will do this through rethinking, replacing and reinventing current processes and tooling while ensuring compliance to policy and regulations by design. There are plenty of different domains such as Pricing, Loan approval process, documentation process and Transactional regulatory assessments. We aspire to develop & build the next generation journeys and transform the way clients and employees interact with each other to the best customer experience in the market for ING. This is a challenging area due to the high degree of complexity in processes and product offering. At the same time this is an Area which will directly impact the daily work of our >4000 WB Front Office and Risk colleagues globally, the speed which we can execute deals for our clients (with distribution in mind), which will ultimately enable ING WB’s growth strategy. Role and Responsibilities You will work in the PricING team. PricING is an application which enables our internal front office colleagues to calculate income, risk, and profitability for potential deals. The application plays a fundamental role in ensuring ING is properly remunerated for the risk it takes when lending, PricING is integral to ING Wholesale Banking strategy. The team is responsible for keeping the application in line with ING and user needs, including understanding how regulatory and bank strategic changes impact the customer journey and technical specifications of the product, while providing hands-on support to our end users. Regulatory changes (e.g. CRR III) mean it is a busy and interesting time in the team. Our intention, following the lending digitalisation journey, is to redesign. We are seeking a customer journey expert “CJE” to join our Pricing team - this role will have scrum Product Owner responsibilities. Since this product is an API and calculation engine integrated with several systems, we are looking for strong previous experience working as a product owner of an IT product which is part of a larger ecosystem and used to managing complex dependencies across teams. Experience with data in JSON and XML format would be beneficial due to the API-based nature of the product. Being comfortable with the wholesale banking landscape including financial or risk-based models would be an advantage but is not essential. Key Responsibilities - Stakeholder management: User value is our main priority. You take the lead in continuous refinement and development of the vision and strategy and be a sparring partner for the team and the product lead on several topics, managing stakeholders and tell a compelling change story. - Content alignment: Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape. - Bridging the gap between users and developers, data analyst in the team. You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value. - Risk management: to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc. - Knowledge Sharing: Continuous learning and sharing of your experience/ knowledge with the Tribe and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads and the area. - Agile Development: You will use different ways of working like design thinking, lean startup and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small and scale fast. What is in it for you? We are looking for someone with a growth mindset, who wants to drive change, work on digital innovation initiatives. We will provide you with the environment and support to learn new skills via trainings and hands on experience (e.g. IT, product development etc.), and turn your innovation ideas into reality (e.g. via design sprints, hackathons etc.). You will be enabled to “Do Your Thing” working with a cross-functional squad (CJEs, DevOps, Data Analysts, UX), in a diverse, fun and energetic Area. Proven track record and technical skills - Bachelor / master’s degree - Minimal 5+ years of working experience in Product owner position - Pro-active, open minded, goal driven personality and the capabilities to optimally function within an Agile environment. - Experience/affinity with Wholesale Banking within Front Office or Risk Management especially lending teams or loan pricing. - Interested in new technological and data science applications - Excellent command of English language #J-18808-Ljbffr