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23 March 2021 ... min. read Listen

Business Analyst / Customer Journey Expert (m/f)

Employee | Project / Programme management | Professional | Luxembourg | Luxembourg | 2021-03-12 | 061153


Business Analyst / Customer Journey Expert (m/f)


ING Luxembourg is looking for a Business Analyst / Customer Journey Expert (m/f), who will be working in a Squad part of the Daily Banking & Payments Tribe. The aim of this tribe is to offer all ING customers (Retail Banking, Private Banking and Wholesale Banking) easy and reliable daily banking services and to provide the best payment experience possible.


Job description


Your mission is to design, develop, manage, harmonize and phase out commercial products, services, channel formulas and processes within one or more segments.

You work in a Squad within ING's Agile organization and you work together with other experts to achieve the Squad's mission. This involved the implementation of the following activities :

  • contribute actively to all events of the sprints by asking, answering and challenging. You act as a moderator and enhance the way of working structurally. You ensure that priorities are made.

  • participate in the Chapter meetings and in the standard scrum events for the Squad stand up, refinement, review and retrospectives.

  • undertake data analyses and interviews and introduce measuring instruments to understand how to improve the customer journey. You ensure all suggestions for improvements and solutions are validated by data.

  • optimize processes in a customer friendly way to maximize customer and business value.

  • deliver the customer journey strategy, manage the stakeholders, formulate the product/service-, process- and channel policy in line with external regulations, risk and compliance policies.

  • truly understand your products, services and customer processes end-to-end and you keep this knowledge up to date.

  • have deep understanding of the customer journey by monitoring customer satisfaction, availability, costs/revenue and process quality.

  • can be involved in resolving customer complaints & incidents.

  • by applying your expertise, develop new techniques, new monitoring standards for ING, new products & process and improve current ones.

  • apply expert distribution knowledge to develop new and improve current distribution practices that set market standards.

  • could be external speaker and contribute to industry knowledge.

Your profile
Competencies / Behaviour :
  • Ability to manage a very diverse set of stakeholders with very different priorities.

  • Being curious, invest time to master your end-to-end product processes and stay up to date on markets trends, risks and product information.

  • Knowing what is going on with the customer, put himself/ herself in customers’ shoes, assess the wishes and needs of customers and anticipate on this.

  • Having strong analytical & judgement skills to recognize key information, identify problem, establish connections and validate before acting.

  • Having deep knowledge of the customer’s business and banking processes and integrate acquired knowledge into performance of tasks.

  • Ability to develop a long-term vision
  • Ability to take initiatives to improve products, processes and channel policies – ensure that creative ideas are implemented.

  • Supporting the agile organization & to perform as a team, trust and encourage each other and give feedback to promote continuous improvement & team development.

  • Focusing on what you’re good at as your role covers a wide area of activities.

Experience :
  • Master or Bachelor degree,  with at least 3 years of experience in similar job.

  • Specific knowledge of  the Payments industry will be considered as an asset


Languages :

Fluent in English & French.

Your working environment

ING is one of the world’s leading financial groups. With more than 53,000 employees, ING provides banking, insurance and asset management services to more than 48 million clients in 40 countries.

In Luxembourg, our clients are private individuals, small companies and major corporations, as well as institutions. ING Luxembourg employs nearly 800 people and offers a vast range of financial services (banking, insurance, leasing and asset management).


ING Luxembourg heads for technology & innovation, developing IT solutions in areas such as Core Banking, Big Data, Financial Markets, Data Management, Touch Point Architecture  and many more. By using the latest methodologies in software development, our fast growing team gathers more than 100 enthusiasts people who work for national and international projects that go beyond traditional banking.


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Luxembourg apply.

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