Customer Journey Expert - WCS

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Customer Journey Expert – Tribe Trade – Working Capital Solutions

Your work environment

The Trade Tribe is part of ING’s Wholesale Banking Transaction Services Organization.

We build the future of Wholesale Banking for our customers and employees. Our purpose is to create the best financial supply chains through seamless Trade solutions.

The Trade Tribe covers the management of all Trade products and combines Business and Tech functions. The business part is split in two product specific ones 1) Trade Finance Services (“TFS”), 2) Working Capital Solutions (“WCS”) and a product agnostic one 3) One Trade Foundation.

This position is within the WCS Chapter. Herein we focus on delivering the end-to-end Customer journeys for our global products Receivables Finance and Supply Chain Finance.

Your role as Customer Journey Expert

The Customer Journey Expert (“CJE”) has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking to strengthen our Tribe with a CJE with strong (strategic) knowledge of primarily WCS Products that can drive our Agile way of working.

In your multidisciplinary squad you will work with other CJE and Engineers in Sprints to deliver business value, whereby you may take on the Product Owner role to effectively manage the Product backlog and stakeholders’ expectations. In close cooperation with Sales, Operations, various Tribes and Support functions you and the squad deliver according to the agreed roadmap.

Your key responsibilities

As a Customer Journey Expert

  • You act as a business representative: you have solid knowledge of the WCS (and TFS) global market, business, product characteristics and lifecycles;
  • You are able to translate the voice of the customer (business requirements) into system requirement specifications in accordance with approved standards;
  • You take end-to-end responsibility in gathering, formulating and defining requirements to solve complex challenges;
  • You focus on refining, creating and continuously improving our customer journeys;
  • You adapt your communication style to the needs of your audience;
  • You are capable of both keeping the bigger picture in mind and at the same time looking for quick wins where applicable;
  • You use different ways of working like design thinking, lean startup and agility to ensure the quality of Epics, Features and Stories;
  • You have / are able to develop a good understanding of ING’s (IT) landscape;
  • You continuously demonstrate prudent behavior in being compliant to policies and regulations.

Key capabilities / competences

  • You are a pro-active and goal driven personality who can optimally function within an Agile environment.
  • You are an energetic person who can work as part of a multidisciplinary team and who can also work independently.
  • You are able to work in a diverse team with members of different backgrounds.
  • You have strong communication skills.
  • You have strong presentation skills.
  • You adapt at managing stakeholders from various departments and seniority levels.
  • You possess an out-of-the-box thinking and creative mindset.
  • You are the example in providing and receiving constructive feedback to improve yourself, the Squad and the Chapter.
  • You are respectful of different opinions and engage in meaningful discussion.

Proven track record and technical skills

  • Master’s / Bachelor’s degree.
  • 5+ years of relevant working experience.
  • Proven knowledge of Trade Products is a pre-condition.
  • Experienced in Agile methodologies.
  • Experience with Data management, Regulatory and/or IT is a plus.
  • Excellent verbal/written English skills.

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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