At ING, we are transforming the way we deliver on digital journeys and deliver operational excellence in lending. We’re looking for a motivated and detail-oriented Customer Journey Expert (CJE) to join the Credit & Capital Intelligence product area within Lending Delivery. You will help shape and optimise end-to-end journeys that support credit ratings, capital management, regulatory compliance, and operational excellence across Wholesale Banking. You will translate complex requirements into intuitive customer and process journeys, ensuring that our credit risk capabilities are embedded effectively, consistently, and in a controlled way.
The Team :
The Area You’ll be part of a cross-functional environment consisting of Product Managers, Product Area Lead, Product Lead, Customer Journey Experts, Data & IT colleagues, and Change Experts.
Together, you will contribute to the area objectives:
1. We are the analytical engine for Credit Risk decisions
2. Dynamic, efficient and auditable decision making
3. Data-led risk steering and intelligent appetite setting
4. Scalable and sustainable growth in the Lending Business. You will report to the Product Lead – Credit & Capital Intelligence.
Roles and Responsibilities
As a Customer Journey Expert in Credit & Capital Intelligence, you will:
Translate credit models and regulatory requirements into clear user and process journeys.
Partner with Product Managers to ensure requirements and outcomes are reflected in roadmaps and delivery priorities.
Coordinate the end-to-end embedding of credit rating processes across the lending lifecycle (origination, servicing, monitoring, early warning, reporting).
Work closely with Front Office, Risk Management, and Model Development teams to design controlled (SOX) audit-proof processes.
Collaborate with engineers and data specialists to ensure accurate data flows, consistent tooling, and high-quality user experience.
Drive clarity, documentation, and alignment across stakeholder groups.
Contribute to testing, validation, and readiness activities for model changes, regulatory updates, and process improvements.
Promote "first time right" delivery through structured analysis, business readiness, and continuous improvement.
Act as a role model for ING’s Orange Code behaviours: take it on and make it happen, help others succeed, and always stay a step ahead.
How to Succeed
We hire you for your potential, curiosity, and ability to create impact. You thrive in complex environments, easily connect dots across business, risk, and data, and feel comfortable navigating ambiguity. This role requires a blend of:
Strong credit risk literacy, including credit ratings, capital, risk frameworks, and regulatory aspects.
Ability to translate complex credit and regulatory requirements into practical user journeys and processes.
Demonstrated experience in wholesale lending, credit risk, regulatory change, or operational design (preferred).
User‑journey design and process‑optimisation skills.
End‑to‑end delivery mindset with proven coordination across multiple departments (front office, risk management, operations, delivery tribes).
Strong analytical and problem‑solving skills to simplify complex requirements.
Ability to align diverse viewpoints, create structure, and ensure compliant, risk‑assured design.
Effective translation between stakeholder needs and delivery‑team execution.
Excellent written and verbal communication skills.
(Senior) stakeholder‑management capabilities.
Detail‑oriented, resilient, and proactive in a dynamic environment.
Ability to manage multiple priorities and deliver high‑quality outcomes.
An AI‑first mindset to optimise processes and support data‑driven decision‑making.
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 indication tailored to your qualities and experience.
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
Want to apply directly?
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!