Business Analyst – Employee channels & Customer interaction @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?

The Mission

You work within the Wholesale Banking Global Tribe Digital delivery. The purpose of our Tribe: Becoming the best digital Wholesale Bank by delivering an industry leading and consistent digital customer experience across all ING touch points. The Tribe is responsible for the delivery of all digital touch points where Wholesale Banking Clients (the employees of the clients) engage with ING. This includes interactions across different devices, from smartphones to desktops, and various channels including the mobile app, host 2 host channels, internet banking and websites. Our clients are spread across 40 countries and use our channels to find information, buy products and manage their services.

As a Customer Journey Expert (CJE) you will work in the team Web portal & components in the product area “Employee channels and customer interaction”. The purpose of the product area is to create new and improved journeys and features that add value to employees and customers on our digital Wholesale Banking channel. The team is responsible for the overall experience of the digital channel by providing consistent high level user experience on core features like main navigation. To support other teams in Wholesale Banking and make the life easier for frontend engineers, the team also maintains, enhances and safeguards the quality standard of frontend component that are consumed throughout the digital channel.

You will work according to the ING Agile way of working. The team functions as a DEVOPS squad, meaning you are responsible for new changes and also the maintenance of everything you and your team deliver.

Your day to day

• You work on initiatives and features that create value for customers and employees.
• Together with the product owner, you identify the features that deliver the highest business value. You analyze the needs of the users, gather insights from data and employee feedback, and translate them into clear requirements.
• You ensure that business needs are translated into effective solutions and make sure developers understand the business context and desired outcomes.
• You play an active role in all scrum ceremonies and collaborate closely with developers throughout the delivery process.
• You validate solutions through testing, coordinate user acceptance testing with stakeholders, and support successful feature releases.
• You communicate new capabilities to users, monitor adoption and usage, and identify opportunities for continuous improvement.
• You align with multiple stakeholders within and outside the tribe to ensure alignment and successful delivery.
• You take ownership of the team's deliverables and contribute to delivering high-quality outcomes that meet user and business expectations.

What you’ll bring to the team

• A Master or Bachelor degree
• 3+ years of relevant experience creating and optimizing digital customer journeys across digital platforms
• Experience within the banking industry, combined with a solid understanding of IT solutions
• Ability to understand complex customer and employee journeys
• Strong stakeholder management and communication skills, especially with demanding or high‑impact stakeholders
• Solid understanding of front-end development for customers and employees facing applications
• Knowledge of application design principles (UX/ UI) and a basic understanding of the way applications communicate with each other (APIs, SOAP operations);
• Strong analytical and problem solving skills with ability to create relevant insights and make decisions based on data and facts
• Fluent in English (written and verbally)
• Willingness to travel occasionally (twice a year) to Amsterdam

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).