ING Hubs · Bucharest, RO ·
Business analyst role designing and improving digital customer administration journeys for ING’s online banking channels, collaborating with product teams and stakeholders.
ING · Bucharest - Dacia One
ING · Bucharest - Dacia One
ING · Bucharest - Dacia One
ING · Bucharest - Dacia One
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 Foundation team within the WB Interactive Channels product area. This area is responsible for the foundation of our digital channels, enabling key journeys such as Power of Attorneys, channel agreements, user verification, self-service capabilities and other essential customer administration services.
In this role, you will act as a cross-squad CJE, supporting, maintaining and continuously improving customer journeys across multiple squads. You will collaborate closely with stakeholders across the product area to ensure a seamless and consistent customer experience.
The Foundation team consists of three closely collaborating squads that jointly deliver and maintain administration journeys across our digital touchpoints. You will work according to the ING Agile way of working for these three squads alongside 3 other CJE’s and 3 PO’s.
The team functions as a DEVOPS squad, meaning you are responsible for new changes and also the maintenance of everything you and your teams deliver.
Your day to day
You represent the voice of the customer and have a strong vision on how to continuously improve the customer administration journeys we offer.
You are responsible for designing, validating, maintaining and optimizing journeys across our complex channel administration landscape.
You analyze customer, business, legal and technical requirements and translate them into effective digital journeys and solutions.
You define and refine business requirements for products and services within the Digital Channels scope, ensuring business needs are translated into clear requirements and desired outcomes.
You support the development, implementation and communication of the product roadmap and contribute to the successful execution of quarterly priorities.
Together with Product Owners and other Customer Journey Experts, you co-manage and prioritize the backlog at user story level, ensuring focus on the highest-value initiatives.
You play an active role in design sprints and scrum ceremonies and collaborate closely with developers, UX designers and stakeholders throughout the delivery lifecycle.
You create and improve customer journeys and personas, and work together with UX colleagues to design user-friendly and intuitive screens and experiences.
You are capable of understanding complex data structures and data models and can assess the impact of functional requirements, incidents and proposed changes.
In case of issues, you help identify, investigate and resolve incidents by analyzing customer journeys and performing data queries in our databases and OnePAM data.
You align effectively across multiple squads and stakeholders to achieve common goals.
You validate solutions through functional testing, verify changes made to journeys and screens, coordinate user acceptance testing and ensure deliverables are ready before production deployment.
What you’ll bring to the team
A Master or Bachelor degree
3+ years of relevant experience in similar positions
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
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).
ING · Bucharest - Dacia One