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
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
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
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
could be external speaker and contribute
to industry knowledge.
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
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
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.
Master or Bachelor degree, with at
least 3 years of experience in similar job.
Specific knowledge of the Payments industry will be considered as
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
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.