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29 July 2020 ... min read Listen

Customer Journey Expert – Business Analyst Lending

Sales | Lombardia | 2019-10-14 | 057863

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The Customer Journey Expert has end-to-end responsibility for the development, management, harmonization and phasing out of commercial products, services, channel formulas, with a view to achieving an optimum customer experience.
The resource will work in a squad within ING's Agile organization, together with other experts to achieve the squad's mission: he/she will contribute actively to all events of the sprints by asking, answering and challenging. In addition He/she will have key part in shaping and fostering continuous improvement and business transformation initiatives.

Key Responsibilities:
  1. Owns, revolutionizes and evangelizes strategy and policies for the tribe. He/she will be the leading authority in the field with regard to strategic matters.
  2. Applies expert product and process knowledge, develops new and improves current product and process standards, evangelizing these to the ING community.
  3. Applies expert distribution knowledge to develop new and improve current distribution practices that set market standards
  4. Translates business requirement in IT requirements, providing all the information needed for development phase and helping other CJE to speak in a correct IT language, decreasing risk for misunderstanding
  5. Starting from requirements identifies and understands IT impacts on the different applications and process that are transparent for Business.
  6. Knows IT processes and ensures the Definition of Ready for Sprint in terms of IT dependency and risk.
Competencies:
  • 2+ years of experience in the same role within financial industry and within an international and complex environment
  • Experience of IT project and working effectively across functions (e.g. Legal , Compliance, Transparency, Privacy, Credit Risk, Finance)
  • Experience of Process Design flow, Loans Origination Process and Portfolio management
  • Experience on Digital Process and Digital Capabilities applied to Loan request
  • Understanding of the Personal Loans market, benchmark and competitors overview
  • Numerate with analytical capabilities and experience of monitoring and tracking financial performance and working data
  • Strong knowledge of retail banking business
  • Direct experience of agile way of working (preferred)
  • Fluent Italian and English language
Soft Skills:
  • Customer focus and customer interest paramount
  • Problem analysis and judgement
  • Professional expertise/market focus
  • Able to work in autonomy
  • Vision
  • Initiative
  • Interpersonal and communicational skills
  • Teamwork
Working conditions: Permanent


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

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