Customer Journey Expert / Business Analyst

About the Position

Customer Journey Expert – Deal Intake & Maintenance

Shape the Future of Wholesale Lending

At ING, we believe banking should help people move forward with less friction and more confidence. That's why we're continuously improving how we deliver products and services to our customers around the world.

As a Customer Journey Expert (CJE) within the Lending Tribe, you'll play a key role in improving client servicing and reporting processes, ensuring critical lending data is available in real-time for clients, colleagues, and regulators. If you enjoy solving complex business challenges, working with diverse international teams, and driving meaningful change through data and technology, we'd love to hear from you.

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. The team is on a multi-year digital transformation journey focused on enhancing customer and employee experiences, modernizing lending processes, and maintaining regulatory compliance while helping ING become the best Wholesale Bank in Europe.

Role Summary

As a Customer Journey Expert, you will bridge business and technology by translating business needs into actionable solutions. You'll work closely with Product Managers, Scrum teams, and stakeholders across ING's global Wholesale Banking network to improve processes, optimize data availability, and support the ongoing digital transformation of the lending business.

Key Responsibilities

• Manage and engage stakeholders, providing clear updates on priorities, progress, risks, and dependencies.
• Translate business requirements into user stories and manage them through the product backlog.
• Ensure the backlog remains transparent, prioritized, and aligned with business objectives.
• Collaborate with Product Managers and Agile delivery teams to drive continuous improvement initiatives.
• Define and improve business processes while identifying and resolving business constraints.
• Support Loan IQ application enhancements, testing, and implementation activities.
• Coordinate user acceptance testing for new Loan IQ releases and validate critical business scenarios.
• Investigate and help resolve Loan IQ functional incidents and issues.

Requirements

Must-Have

• Minimum 3 years of functional experience with the Loan IQ application.
• Experience working in an Agile/Scrum environment.
• Bachelor's degree in Business Administration, Economics, Engineering, Information Technology, or a related discipline.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent analytical, problem-solving, and communication capabilities.
• Ability to translate complex requirements into clear, structured solutions.

Nice-to-Have

• Experience working in a data-driven or IT-driven organization.
• SQL or related reporting and data analysis skills.
• Experience working in international or global environments.

We Offer

• The opportunity to contribute to the digital transformation of a global banking organization.
• Exposure to international stakeholders, products, and business units worldwide.
• An inclusive, collaborative environment where diverse perspectives are valued.
• Opportunities for continuous learning, growth, and career development.
• Meaningful work that directly improves customer and employee experiences.

About the Company

With 65,000 employees and operations in approximately 40 countries, ING offers numerous 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.

Don't meet 100% of the qualifications? Don't let that hold you back. Research shows many talented professionals only apply when they meet every requirement. If this role excites you and your experience is close to what we're looking for, we encourage you to apply.

How to Apply

Click the application button on our careers site and submit your application through Workday. We're excited to learn more about your experience and how you can help shape the future of lending at ING.

Job Application Safety Reminder

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**.
• ING will never ask for payments or banking details during the recruitment process. If someone requests this information, it is a scam.

ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.