Customer Journey Expert

Job Overview

We are looking for a Customer Journey Expert (CJE) in the Credit & Capital Intelligence area of ING Wholesale Banking Lending. The role focuses on implementing and maintaining user journeys essential for credit risk rating calculations, collaborating with the Sector Coverage, Lending Transaction and Portfolio Management, Transaction Advice and Approval, and Global Lending Support teams across 40+ countries.

Key Responsibilities

• Stakeholder management: craft and decide stakeholder communication strategy, interview users, collect feedback, listen and challenge them to build a well-loved product.
• Champion user needs: advocate for customer‑centric solutions and drive continuous improvements in digital lending journeys.
• Requirements gathering and translation: analyze, translate, and refine complex business requirements and processes into clear, actionable solutions.
• Feature roadmap ownership: define, communic...