Customer Journey Expert

Job Description

– Funding Management Squad (WB Tribe Lending) Help Transform Funding Solutions in a Global Lending Environment At ING, we believe banking should help people move forward with confidence, not complexity. That's why we're continuously improving the technology, processes, and experiences that support our customers around the world. We're looking for a Customer Journey Expert (CJE) to join our Funding Management Squad within the Wholesale Banking Lending Tribe. This is an opportunity to work at the intersection of Lending, Treasury, and Technology, helping deliver smarter, more efficient funding solutions that support ING's global business. If you enjoy solving complex challenges, improving end-to-end customer journeys, and collaborating with international stakeholders to drive meaningful change, we'd love to hear from you. Role Summary As a Customer Journey Expert, you'll have end-to-end responsibility for improving the funding journeys that support Wholesale Banking Lending activities. Working within an Agile squad, you'll translate business needs into scalable product solutions, optimize processes, and help reduce friction in the internal funding process. You'll collaborate closely with experts across Lending, Financial Markets, Global Treasury, Operations, and Technology to drive automation, improve transparency, and deliver solutions that are reliable, efficient, and customer-focused. Your work will directly contribute to enhancing straight-through processing, reducing manual effort, and creating seamless funding experiences across ING's global network. About the Team The Lending Tribe is part of ING Wholesale Banking Lending, one of ING's core business lines serving corporate and institutional clients globally. The tribe is on a multi-year digital transformation journey to modernize lending services, improve customer and employee experiences, and maintain regulatory excellence. Within the Lending Tribe, the Funding Management Squad is focused on reducing friction in the internal funding process. The team continuously enhances in-house solutions to increase automation, improve transparency between assets and liabilities, and deliver better outcomes for business users and customers. Working in this squad means collaborating with colleagues across Lending, Treasury, Financial Markets, Operations, and Technology in a truly international environment. What You'll Be Doing Design, improve, and optimize end-to-end funding journeys that support lending products and services. Translate business requirements into clear user journeys, product features, and delivery initiatives. Collaborate closely with Product Managers, Engineers, and business stakeholders to deliver scalable funding solutions. Drive integration initiatives across multiple systems and platforms. Ensure solutions meet operational, compliance, and control requirements. Support user acceptance testing, implementation activities, and successful go-live deliveries across multiple countries. Identify opportunities to increase automation, reduce manual intervention, and improve straight-through processing. Align stakeholders across Lending, Treasury, Operations, and Technology. Promote clear documentation, ownership, and high-quality delivery standards. Contribute to developing and communicating the functional roadmap for funding capabilities. Champion ING's Orange Code values by taking ownership, helping others succeed, and continuously looking for better ways of working. Must-Have Qualifications Bachelor's or Master's degree. Experience working within Banking or Financial Services supporting global user communities. Proven ability to translate business requirements into product features and customer journeys. Experience working with complex technology landscapes and system integrations. Strong analytical and problem-solving capabilities. Demonstrated experience managing and aligning multiple stakeholders. Excellent verbal and written communication skills. Ability to drive delivery across cross-functional teams. Familiarity with Agile ways of working. Strong ownership mindset with a focus on continuous improvement. Nice-to-Have Experience or knowledge of Wholesale Banking products. Experience with Lending products and processes. Understanding of Treasury, Funding, or Financial Markets products. Experience with SQL. Understanding of API integration concepts. Experience driving automation and operational efficiency initiatives. Exposure to large-scale digital transformation programs. Who You Are Curious, proactive, and eager to learn. Comfortable working in a fast-paced, international environment. Passionate about solving complex business challenges. A collaborative team player who values diverse perspectives. Resilient and adaptable when managing competing priorities. Focused on delivering meaningful outcomes through innovation and technology. An AI-first thinker who embraces automation and data-driven decision-making. What We Offer The opportunity to help shape the future of funding and lending within a global bank. Exposure to international stakeholders across multiple business domains. A collaborative and inclusive culture where every perspective matters. Opportunities to learn, grow, and develop your career in a rapidly evolving environment. Meaningful work that improves customer experiences and business outcomes. The chance to work on large-scale transformation initiatives that have global impact. Don't meet 100% of the qualifications? Don't let that hold you back. Studies show many talented professionals hesitate to apply unless they meet every requirement. If this role excites you and you believe you can make an impact, we encourage you to apply. How To Apply Click the application button on our careers site and submit your application through Workday . We look forward to learning how your experience can help us create better funding solutions and deliver exceptional customer journeys. Job Application Safety Reminder Role We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING: Apply only via official ING platforms. ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site. Check the sender's email carefully: legitimate communication will always come from @ing.com and/or @myworkday.com. No payments or banking details will ever be requested. If someone asks for this information, it's a scam. About ING With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today