Customer Journey Expert at ING in Makati, Metro Manila, Philippines

Customer Journey Expert (Data Analysis Expert)

Background on what ING is about:

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Join ING as a Customer Journey Expert: Empowering Financial Innovation Through Data

At ING, our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by individuals with the imagination and determination to create a better future for themselves and those around them. As a CJE– Data Analysis Expert, you will be at the heart of our mission, transforming complex data into actionable insights that shape our strategies and enhance our services.

Why ING?

• Innovative Environment: Be part of a forward-thinking team that embraces cutting-edge technologies and methodologies. We foster a culture of continuous learning and experimentation, ensuring you stay ahead in the ever-evolving data landscape.
• Impactful Work: Your models will directly influence key business decisions, helping us better understand our customers and improve their banking experience. At ING, your work truly matters.
• Collaborative Culture: Work alongside talented professionals from diverse backgrounds in a collaborative and inclusive environment. We value teamwork and believe that the best solutions come from combining different perspectives.
• Career Growth: ING is redefining banking. For you, this means ample opportunities for personal growth in a continuously evolving environment.
• Work-Life Balance: We understand the importance of balance and offer hybrid working arrangements (1-2 weekly office days) to help you maintain a healthy work-life balance. Your well-being is our priority.
• International Work: ING Hubs Philippines (ING Hubs PH) is an integral part of the ING organization, delivering services to many Business Units worldwide for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means engaging with a diverse workforce where no challenge is the same.

If you are passionate about data and eager to make a difference in the financial industry, ING is the place for you. Apply now and be part of a team that is shaping the future of banking through data.

The Lending Tribe

The Lending Tribe is part of ING Wholesale Banking Lending. Our goal is to become the best Wholesale Bank in Europe by 2026. WB Lending is one of ING’s main business lines, offering a suite of Lending products and services to WB customers. As Tribe Lending, we embarked on a Digital Transformation Journey three years ago to improve our customer and employee experience and digitize our processes to stay competitive and remain regulatory compliant.

Job Overview

We are looking for a Customer Journey Expert (CJE) to join the Credit & Capital Intelligence area in ING Wholesale Banking Lending Delivery. This vacancy focuses on implementation and maintenance of user journeys needed for the credit risk ratings calculations

You will be involved in shaping and delivering seamless, data-driven credit rating user journeys for the Sector Coverage, Lending Transaction and Portfolio Management teams, Transaction Advice and Approval, as well as Global Lending Support teams. Your work will contribute to:

• Harmonizing global processes
• Delivering consistent, high-quality service across 40+ countries
• Implementation of regulatory

We are looking for someone who has strong sustainability aspirations. Someone with a growth mindset, who wants to drive change, work on cool 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 space.

Key Responsibilities

• Stakeholder management: User value is our main priority. Together with the squad, you will craft and decide the stakeholder communication strategy. 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.
• Champion User Needs: Advocate for customer-centric solutions by driving continuous improvements in digital lending journeys.
• Requirements Gathering and Translation: Analyze, translate, and refine complex business requirements and processes into clear, actionable solutions.
• Feature Roadmap Ownership: Define, communicate, and execute the feature roadmap aligned with strategic objectives.
• Feature Lifecycle Coordination: Oversee and coordinate feature implementation throughout the software development lifecycle.
• Model Testing: Lead testing efforts and support user acceptance testing to ensure quality and functionality.
• User Validation: Engage with users to validate that implemented solutions meet their needs and expectations.
• Functional Expertise: Provide expert functional support for key applications within the lending ecosystem.
• Operational Excellence: Safeguard operational integrity and ensure compliance with regulatory standards.
• Process Optimization: Understand and continuously improve end-to-end processes related to credit ratings and risk assessment.

Key Capabilities/Experience

• Experience in business analysis, process design and optimization, and E2E software delivery
• Project, product, and stakeholder management
• Deep understanding of data dictionaries and data quality requirements (Crucial, the DQ rules of stakeholders are high level and needs to be critically assessed
• Knowledgeable and skilled in SQL and data analysis techniques
• Collaborate with data engineers and business stakeholders to ensure data integrity
• Able to translate data insights into actionable improvements
• Strong coordination and communication skills
• Think end-to-end across processes and systems, able to bridge business needs with technical feasibility
• Background or affinity in Wholesale Banking, Lending products / processes and/or credit risk models is a plus

Minimum Qualifications

• Education/Work Experience:
  • Bachelor’s degree in a quantitative field such as Computer Science, Engineering, or a related field. An advanced degree (e.g., Master, PhD) or a strong academic record with advanced coursework in Math, Statistics, or data management is a strong plus.
  • 5-10 years of work experience in a data-related position
  • Experience in the banking industry
• Skills:
  • Agile Way of Working
  • Pro-active, collaborative, open minded, goal driven personality and the capabilities to optimally function within an Agile environment
  • Curiosity-driven and proactive in problem-solving
  • Enthusiastic to learn new technology
  • Excellent communication skills (Oral and written)