Customer Journey Expert

Your work environment

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 experienced Financial Market Customer Journey Expert to support the decommission of a back-office system and support the new product project with the implementation of new products across FM Global. The role is positioned at the intersection of business, operations, finance, risk, technology and external vendors, with a strong focus on complex end-to-end transformation, new product enablement, platform evolution and securities finance capabilities.

As a Customer Journey Expert (CJE):

• You will combine Financial Markets business expertise, system knowledge, product understanding and strong analytical capabilities to take a leading role in delivering complex change initiatives.
• You will be the interfacing function between stakeholders across Front Office, Operations, Finance, Risk, IT, Architecture, markets and software vendor partners to understand challenges and translate these into effective technology and process solutions.
• You will represent the voice of the business to the squads and ensure that business value, operational impact, control requirements and implementation readiness are fully understood throughout the delivery lifecycle.

Your key responsibilities

• Support efficient change by providing impactful analysis on cross-domain, end-to-end and complex Financial Markets environments.
• Gather, analyse and document business requirements across Financial Markets, Treasury, Operations, Finance and Risk, ensuring that requirements are clear, complete and testable.
• As partner of the squads, maximise business value by providing clear and developer-ready content for Epics, Features and User Stories in Azure, including acceptance criteria, business rationale and operational context.
• Translate and explain the “What” so that IT engineers can determine the appropriate “How”, while ensuring that business, operational, finance and control implications are properly addressed.
• Make sure that the COPAFIT elements of change delivery are covered and taken care of.
• Lead and facilitate workshops, refinement sessions, impact assessments and solution design sessions with stakeholders from multiple domains.
• Structure, simplify and solve issues across processes, systems, controls and data flows, with attention to legacy constraints, target architecture and operational readiness.
• Provide end-to-end process design and visualisation, including current-state analysis, target-state definition, gap analysis and migration considerations.
• Support the introduction and onboarding of new Financial Markets products and capabilities by aligning Front Office, Operations, Finance, Risk, Technology and vendor stakeholders.
• Assess impacts on trade processing, accounting and finance flows, reporting, risk management, operational controls and downstream systems.
• Coordinate and support business testing, User Acceptance Testing, implementation preparation, production validation and post-go-live stabilisation.
• Drive resolution of delivery impediments by bringing together the right stakeholders, clarifying decisions and ensuring follow-through on commitments.
• Ensure traceability between business requirements, solution design, testing outcomes and delivered functionality.
• Work independently and ensure that implications of decisions are thought through, made explicit and addressed.
• Be able to build and maintain a strong end-to-end vision while managing complexity across products, systems, processes and stakeholders.
• Lead, guide and inspire others in specific areas and manage the preparation and commitment of deliverables.
• Create 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.
• Establish and maintain strong, sustainable relationships with key stakeholders, focused on a clear understanding of their challenges, opportunities and delivery priorities.
• Train and coach involved parties, ensuring understanding, adoption and proper implementation of proposed solutions.
• Accumulate and collect knowledge, keep it up to date and make it accessible for re-use. Take initiative in sharing knowledge across teams and domains.
• In case of an existing product or market, contribute to further development by initiating new Epics, Features and Stories and by identifying future change opportunities.

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. You thrive in a fast-changing and complex environment, are naturally collaborative, and are able to challenge the status quo in a constructive and pragmatic way.

You are analytical, delivery-focused and able to operate independently while building strong relationships across business and technology domains. You enjoy solving difficult business and technology challenges and can translate ambiguity into structure, decisions and execution.

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

As Customer Journey Expert you will also need:

• Completed a bachelor’s or master’s degree;
• 5+ years of relevant experience within Financial Markets, Treasury, Securities Finance, Capital Markets, Operations, Finance or Risk;
• Experience as a Customer Journey Expert, Business Analyst, Product Owner, Delivery CJE or change professional in complex delivery environments;
• Strong requirements engineering and business analysis skills, including the ability to translate business needs into developer-ready specifications;
• Experience with process modelling, impact assessments, solution design and end-to-end delivery preparation;
• Knowledge of Front Office, Operations, Finance or Risk processes within Financial Markets is strongly preferred;
• Experience with testing activities, including SIT, UAT, implementation preparation and production validation;
• Experience with Agile/Scrum delivery and working with multidisciplinary squads is a plus;
• Understanding of system integrations, data flows, operational processes and control requirements;
• Experience with securities finance, collateral management, inventory optimisation, platform migration, product onboarding or large-scale technology transformation is a plus;
• Familiarity with Financial Markets regulation, controls and accounting flows is a plus;
• You have a structured, pragmatic and solution-oriented mentality;
• Strong communication and presentation skills in English, including the ability to communicate across different skill levels and seniority levels;
• You are flexible and easily adapt to a changing environment with competing priorities and a high degree of complexity;
• You enjoy working in a diverse and multicultural 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