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Wholesale banking Service Designer

Employee | Wholesale Banking | Professional | Netherlands | Amsterdam | 2024-04-02 | REQ-10070887


At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply, please do not hesitate to reach out to the responsible recruiter.

The Lending Tribe is part of ING’s Wholesale Banking Lending Organization.

Our strategic direction is that we build the future of Wholesale Banking for our customers and employees. We create a fast, seamless, personalized & Data-driven Digital Lending Xperience.

This position is for the Customer Journey Expert - Universal IV of the Business Architecture Center of Expertise.

Your key responsibilities are:

• You will report to the Product Lead Business Architecture 

• You will work closely with users, interview them, collect feedback, listen, and challenge them so we can build a well-loved Product that delivers the most value

• You will continuously improve the Product and service and the related customer journey based on user feedback, policy, and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape

• You bridge IT and business through understanding of client needs, and digitization and ensure delivery is of the right quality by defining service design concepts and educating on service design concepts

• You will bridge the gap between users and developers, data analysts in the team

• Translating the voice of the user into clear requirements for your IT colleagues

• You will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes, etc.

• You will be responsible for continuous learning and sharing your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads, and the Lending Delivery organization

• You will use different ways of working like design thinking, lean startup, and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small, and scale fast. Customer journey mapping is one of the key artifacts you need to be familiar with

We are looking for talented professionals who:

• A growth mindset, who wants to drive change, work on cool digital innovation initiatives

• Your ability and drive to contribute to product delivery and development of expertise.

• Your ability to simplify complexity and drive operational excellence

• Your ability to promote and embed delivery culture in the organization

• A colleague with analytical skills who makes decisions based on data and facts

• Strong resilience: your ability to navigate through ambiguity and simplify complexity

• A proactive, creative, and an out-of-the-box thinker

• An open and transparent communicator

• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behavior

You have a proven track record and technical skills in:

• Minimal 5+ years of working experience in service design, customer journey mapping, system mapping, and the creation of service prototypes

• Pro-active, open-minded, goal-driven personality and the capabilities to optimally function within an Agile environment

• Experience/affinity with a Wholesale Banking environment.

• Interested in new technological and data science applications

• Excellent command of English 

How to succeed

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


Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at

The benefits of working with us at ING include:

  • A salary tailored to your qualities and experience

  • 24-27 vacation days depending on contract

  • Pension scheme

  • 13th month salary

  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary

  • 8% Holiday payment

  • Hybrid working to blend home working for focus and office working for collaboration and co-creation

  • Personal growth and challenging work with endless possibilities

  • An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of 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.


Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.


Questions about this opportunity?

Feel free to contact Rhynard Rooyen, Recruiter. e-mail:

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

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