Customer Journey Expert – WB Tribe Lending


For ING Wholesale Banking (WB) Tribe Lending we are looking for a Customer Journey Competent/Proficient for our Deal Intake and GLSF Automation squad located in Amsterdam.

This squad is part of the Client Services and Reporting area in Tribe Lending. The goal of this area is to enabling a stable core platform with straight through processing of client services request and real time reporting.

Within ING we have embarked on our Accelerate Think Forward journey to build the next generation digital bank. We strive to provide (beyond) banking services which are personal, relevant, instant and seamless. We have always been at the forefront of providing new innovative services and exploring new technologies. At this moment we see a lack of automation, standardisation and scalability rolling out our global Lending Platform LoanIQ across the globe. The purpose of the Deal Intake and GLSF Automation squad is to accelerate the rollout by automating the capture of lending data in our core Lending platform (LoanIQ), which includes and not limited to the following activities:

- Configuration of new branches for the LoanIQ rollout program

- User Acceptance Testing and the standard test cases

Are you the right person to lead this journey and reach this vision?

Your work environment

You will work within the Wholesale Banking Global Tribe Lending. The purpose of our Tribe: “Create a fast, seamless, personalized & data driven digital Lending Xperience for borrowers, ING employees , investors and regulators”. The Tribe is responsible for streamlining the lending process, to make it easier, more reliable and controlled. This includes lending products like loans, discount loans etc., of bilateral and syndicated deals. Our clients are spread across 40 countries; we are converging to one way of serving our clients, delivering an uniform client experience across countries. The Tribe is divided in multiple squads of which the Deal Intake and GLSF Automation is one of the squads.

Your role as Customer Journey Expert

The Customer Journey Expert (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 experience. The CJE works mostly in a squad within ING's Agile organisation. Works together with other experts to achieve the squad's mission. Has expertise in the areas of marketing, product management and process optimisation. A CJE is also a member of a Chapter where he or she works on its craftsmanship and skills.

Your key responsibilities :

As a Customer Journey Expert:

  • You focus on continuously improving the digital journeys we are offering;
  • You build trust and knowledge based relationships with Lending Operations;
  • You have hands on solid functional knowledge of LoanIQ;
  • You align and define new business requirements for the development of new functionalities and services;
  • You take (co-) ownership of the squads backlog and create features/stories/tasks for refinement discussions;
  • You perform (automated) testing and facilitate and support user acceptance testing for new releases in LoanIQ;
  • You develop, implement and communicate the roadmap around the squad vision;
  • Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance.

Who are you?

You are an ambitious Customer Journey Expert who can add value based on his/her in depth knowledge about the Wholesale Banking Lending in life management operational processes (e.g. processing of transactional data and service requests) in our core Lending Platform LoanIQ 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.

Your education, experience and background:

Bachelor / Master degree;

Experience/affinity with Wholesale Banking Lending products;

Experience in testing Loan IQ functionality with the ability to define detailed test cases;

Experience of liaising and working with Finastra to get proper fixes for the issues reported;

Loan IQ Object Model and data model knowledge;

Understanding the concept of API Integration is a plus;

Familiar with the ING Agile Way of Working;

Minimal 3-5 years of working experience in this area;

Excellent level of English.

What we offer

A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment conditions. ;

  • A salary tailored to your qualities and experience;
  • Flexible working hours and the possibility to work at home;
  • Reimbursement for travel expenses;
  • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days;
  • Pension scheme;
  • 13th month salary;
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary;
  • 8% Holiday payment;
  • Personal growth and challenging work with endless possibilities to realize your ambitions;
  • An informal working environment with innovative colleagues who strive for the very best.


Contact the recruiter attached to the advertisement for more information.Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO


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