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ING Logo ING · IT - Software Development

Customer Journey Expert

Philippines, Makati City · Job Posted January 20, 2026
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Job Description

Join ING as a Customer Journey Expert: Empowering Financial Innovation Through Data. We are looking for a Customer Journey Expert (CJE) to join the Credit & Capital Intelligence area in ING Wholesale Banking Lending Delivery. This vacancy focuses on implementation and maintenance of user journeys needed for the credit risk ratings calculations. You will be involved in shaping and delivering seamless, data-driven credit rating user journeys for the Sector Coverage, Lending Transaction and Portfolio Management teams, Transaction Advice and Approval, as well as Global Lending Support teams. Your work will contribute to: Harmonizing global processes; Delivering consistent, high-quality service across 40+ countries; Implementation of regulatory.

Job Responsibility

  • Stakeholder management: User value is our main priority. Together with the squad, you will craft and decide the stakeholder communication strategy
  • Champion User Needs: Advocate for customer-centric solutions by driving 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, communicate, and execute the feature roadmap aligned with strategic objectives
  • Feature Lifecycle Coordination: Oversee and coordinate feature implementation throughout the software development lifecycle
  • Model Testing: Lead testing efforts and support user acceptance testing to ensure quality and functionality
  • User Validation: Engage with users to validate that implemented solutions meet their needs and expectations
  • Functional Expertise: Provide expert functional support for key applications within the lending ecosystem
  • Operational Excellence: Safeguard operational integrity and ensure compliance with regulatory standards
  • Process Optimization: Understand and continuously improve end-to-end processes related to credit ratings and risk assessment

Requirements

  • Bachelor’s degree in a quantitative field such as Computer Science, Engineering, or a related field
  • 5-10 years of work experience in a data-related position
  • Experience in the banking industry
  • Experience in business analysis, process design and optimization, and E2E software delivery
  • Project, product, and stakeholder management
  • Deep understanding of data dictionaries and data quality requirements
  • Knowledgeable and skilled in SQL and data analysis techniques
  • Collaborate with data engineers and business stakeholders to ensure data integrity
  • Able to translate data insights into actionable improvements
  • Strong coordination and communication skills
  • Think end-to-end across processes and systems, able to bridge business needs with technical feasibility
  • Agile Way of Working
  • Pro-active, collaborative, open minded, goal driven personality and the capabilities to optimally function within an Agile environment
  • Curiosity-driven and proactive in problem-solving
  • Enthusiastic to learn new technology
  • Excellent communication skills (Oral and written)

Nice to have

  • An advanced degree (e.g., Master, PhD) or a strong academic record with advanced coursework in Math, Statistics, or data management
  • Background or affinity in Wholesale Banking, Lending products / processes and/or credit risk models

What we offer

  • Innovative Environment
  • Impactful Work
  • Collaborative Culture
  • Career Growth
  • Work-Life Balance
  • International Work
  • Hybrid working arrangements (1-2 weekly office days)
  • Environment and support to learn new skills via trainings and hands on experience
  • Opportunity to turn your innovation ideas into reality (e.g. via design sprints, hackathons etc.)
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