Customer Journey Expert - Banking Products and Processes @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals. 

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from Bucharest.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

Here’s a sneak peak of what our colleagues say about working within ING Hubs Romania:

• At ING, we're building the solutions of tomorrow, today | 80% of our colleagues in Romania agree

The Mission

When others are looking for solutions, can you find them? You combine IT know-how with business expertise to create an effective package? A corporate culture on equal terms, with valued cooperation and the right benefits, is your thing? Perfect! Enrich our team “Easy Financing” with your pragmatic style and fresh ideas.

Highest mission is to power our processes with a modern and powerful engine to enable and support:

·       Pricing configuration and propositions;

·       Fulfilment process;

·       Back-office applications;

·       Connections to a central risk engine, credit agencies, KYC and AML checks;

In our “Easy Financing” tribe, we make sure that our processes, products, and services get better every day. The onboarding CJE is the spider in the web, working with Product Lead, Service Owners, Country representatives, Squad Masters, and Feature Engineers.

The Customer Journey Expert (CJE) is responsible for the continuous development, optimization, and governance of assigned end-to-end processes within a customer journey. The role ensures that customer, business, operational, and regulatory requirements are translated into efficient, scalable, compliant, and highly automated processes.

Acting as the functional owner of the customer journey within the squad, the CJE ensures that solutions not only optimize the local squad scope but also contribute to the overall performance of the end-to-end process.

Your day to day

·                In cooperation with your cross-functional team and our internal and external stakeholders, you are involved in the implementation of our innovative product and process vision.

·                You are directly involved in the realisation and operation of our new digital features, such as instant lending, preapproved loans and a state-of-the-art loan applications processing system.

·                You will design the (technical) requirements of the credit back-office processes in detail, analyse the current status and uncover potential for optimisation.

·                You create, refine, and maintain user stories, acceptance criteria, and functional requirements.

·                You will immerse yourself in the big picture of our product and process landscape and reappear with efficient solutions, including scoping.

·                When it comes to realisation and operation, you are involved in every step.

·                You keep track of implementation and testing phases and support and coordinate the implementation in cooperation with your colleagues in the Tribe and the bank.

·                Communication and structure are key to everything you do: You use your networking skills and closely coordinate with stakeholders to provide information across area and department boundaries.

·                Ensure compliance with regulatory, legal, risk, and internal governance requirements, supporting audits, controls, risk assessments, and regulatory reviews.

What you bring to the team

• You love to challenge the status quo and are eager to propose creative solutions to problems.
• You have a customer focus, where you build strong customer relationships and deliver customer-centric services.
• You focus on delivery through collaboration, with the ability to bring people together to work towards the same purpose.
• Strong understanding of end-to-end business processes and operational value chains.
• Experience with programme/project management in banking products (nice to have: experience with loan products).
• Experience with product and service management and processes.
• Experience working in agile / SCRUM teams, ideally as Product Owner or SCRUM Master
• Experience in requirements engineering and writing high-quality user stories.
• Experience working with near/offshore teams is an advantage.
• Strong analytical skills and an eye for detail.

Nice to have

• Beginner level of German.
• Foreign languages: an excellent level of English.
• Education: Bachelor’s/Master’s degree.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).