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Customer Journey Expert - IPA Business Support

Employee | Sales & Relationship management | Professional | Amsterdam | 2024-04-22 | REQ-10071187 | Salary indication 5,060 EUR - 8,143 EUR based on 36 hours


Your work environment

Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services, and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international markets and specialist expertise in selected emerging markets and products.

Your role

The FMGT Tribe is the change delivery department of Financial Markets (‘FM’) and Group Treasury (‘GT’) that has as purpose to realize our clients’ dreams by connecting them to global markets, providing financial solutions, and delivering long lasting value.

We are looking for an ambitious and pragmatic team player to strengthen our team of customer journey experts for the role of Product Lead IPA Business Support.

As a Customer Journey Expert (CJE):

  • You will combine market and system knowledge, product management, and business expertise to take a leading role in successfully delivering change initiatives.
  • You will be the interfacing function between various stakeholders (trading, sales, Ops, IT, markets, and software vendor partners) to understand the challenges and identify how technology and process can be used to solve them.
  • You will represent the voice of the business to the squads.

Your key responsibilities

  • Support efficient change by providing impactful analysis on cross domain, end-to-end, complex environments;
  • As partner of the squads, maximises business value by providing clear and developer-ready content for user stories (what is needed, for whom and why) in the squad backlog in AZURE and facilitate alignment of the delivery teams (how) with the businesses/user groups to ensure a strong focus on timely & good quality delivery;
  • Translate and explain the “What” so that the IT engineers can determine the appropriate “How”
  • Makes sure that the COPAFIT element of the change delivery are covered and taken care of;
  • Structure, simplify and solve issues on processes and systems. Participate/Lead end to end refinement and solution design sessions;
  • Provide process design and visualisation;
  • Works independently and ensures that implications of decisions are thought through and get addressed;
  • Be able to have a good end-to-end vision and manage complexity;
  • Keep track of and analyze market and competition developments;
  • Leads, guides, and inspires others in specific areas and manages the preparations and commitments regarding deliverables;
  • Creates an environment of open dialogue that encourages expertise development through collaboration and idea-sharing, in which colleagues take responsibility, help each other to be successful and remain a step ahead;
  • Establishes and maintains strong (sustainable) relationships with key stakeholders, focused on a clear understanding of their challenges and opportunities. Also, to identify business opportunities to drive revenue and improve product offerings;
  • Trains and coaches involved parties, ensuring understanding, adoption, and proper implementation of proposed solution(s);
  • Accumulates and collects knowledge, keeps it up to date and makes it accessible for re-use. Takes initiatives for sharing knowledge;
  • In case of an existing product/market, also takes care of the further development of a product by initiating new Epics, Features and Stories.

Who are we looking for?

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

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’ll back you to develop into an even more awesome version of yourself.

As Customer Journey Expert you will also need:

  • Completed a bachelor’s degree;
  • 5+ years background in Financial Markets and/or Treasury;
  • Experience in Risk Management;
  • Familiar with the Financial Markets regulation is a plus;
  • Experience with working in Agile/Scrum is a plus;
  • You have a problem-solving mentality;
  • Good communication skills (in English), communication and presentation skills (telling – selling) across different skill and seniority levels;
  • You are flexible and you easily adapt to a changing environment;
  • You enjoy working in a diverse and multi-cultural environment, you trust others and can be trusted;
  • You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.

Rewards & 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 here.  

The benefits of working with us at ING include: 

  • A salary tailored to your qualities and experience
  • 36 or 40 hour workweek
  • Individual leave: 24+2 individual holiday days based on 36 hr workweek
  • Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
  • CSR days: up to 2 days per year to actively engage in society by volunteering
  • 13th month salary
  • 8% Holiday payment
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary
  • Mobility card
  • Attractive pension scheme
  • Hybrid working to blend home working for focus and office working for collaboration and co-creation


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.

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 and apply today!


Questions about this opportunity?

Feel free to contact Paul Rademaker, Recruiter. e-mail:



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