Customer Journey Expert

Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international markets and specialist expertise in selected emerging markets and products.

Your role

The FMGT Tribe is the change delivery department of Financial Markets (‘FM’) and Group Treasury (‘GT’) that has as purpose to realize our clients’ dreams by connecting them to global markets, providing financial solutions, and delivering long lasting value.

We are looking for an ambitious and pragmatic team player to strengthen our team of customer journey experts with focus support of the Tribe Management team.

As a Customer Journey Expert (CJE):

• You will combine market and system knowledge, and business expertise to take a leading role in successfully delivering change initiatives and delivering unwavering post-production support.
• You will be the interfacing function between various stakeholders (trading, risk management, Ops, IT, markets, and software vendor partners) to understand the challenges and identify how technology and process can be used to solve them.
• You will represent the voice of the business to the squads.

Your key responsibilities

• Facilitate efficient change delivery, and support customers by providing impactful analysis on cross domain and end-to-end complex environments;
• Focus on understanding key Customer Journeys, needs, pain points in order to identify solutions to improve the overall experience;
• Collaborate with cross-functional teams to align strategies and ensure the customer journey is seamless;
• Act as a voice of the customer needs and ensure concerns are heard and addressed
• As a partner of the squads, maximises business value by providing clear and developer-ready content for user stories (what is needed, for whom and why) in the squad backlog in AZURE and facilitate alignment of the delivery teams (how) with the businesses/user groups to ensure a strong focus on timely & good quality delivery;
• Translate and explain the “What” so that the IT engineers can determine the appropriate “How”
• Structure, simplify and solve issues on processes and systems. Participate/Lead end to end refinement and solution design sessions;
• Works independently and ensures that implications of decisions are thought through and get addressed;
• Be able to have a good end-to-end vision and manage complexity;
• Leads, guides, and inspires others in specific areas and manages the preparations and commitments regarding deliverables;
• Creates an environment of open dialogue that encourages expertise development through collaboration and idea-sharing, in which colleagues take responsibility, help each other to be successful and remain a step ahead;
• Establishes and maintains strong (sustainable) relationships with key stakeholders, focused on a clear understanding of their challenges and opportunities. Also, to identify business opportunities to drive revenue and improve product offerings;
• Trains and coaches involved parties, ensuring understanding, adoption, and proper implementation of proposed solution(s);
• Accumulates and collects knowledge, keeps it up to date and makes it accessible for re-use. Takes initiatives for sharing knowledge;

Who are we looking for?

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

As Customer Journey Expert you will also need:

• Completed a bachelor’s degree;
• 5+ years background in Financial Markets and/or Treasury;
• In depth knowledge of the financial market products and their life cycle events (e.g. FX,MM, Rates & Credits, Fixed Income, Repo’s);
• An understanding of risk management concepts and practices for market risk, credit risk, and operational risk;
• Prior experience in supporting traders, market risk managers in the financial markets industry;
• Strong analytical and problem-solving skills;
• Basic understanding of IT infrastructure and systems used in trading, risk management;
• Experience in python programming, shell scripting, automated workflow orchestration tooling is a plus;
• Familiarity with cloud native software development methodologies such as Google Cloud platform;
• Hands-on experience with backlog management tooling such as Azure BLM, and familiarity with CICD tooling like Azure DevOps;
• Working in Agile/Scrum is a plus;
• Good communication skills (in English), communication and presentation skills (telling – selling) across different skill and seniority levels;
• You are flexible and you easily adapt to a changing environment;
• You enjoy working in a diverse and multi-cultural environment, you trust others and can be trusted;
• You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• A 40-hour working week
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life and reward our people with a generous benefits offer and employment conditions.

Questions?

Contact Peter Orsag for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.