Service Designer

At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply, please do not hesitate to reach out to the responsible recruiter.

The Lending Tribe is part of ING’s Wholesale Banking Lending Organization.

Our strategic direction is that we build the future of Wholesale Banking for our customers and employees. We create a fast, seamless, personalized & Data-driven Digital Lending Xperience.

This position is for the Customer Journey Expert – Universal IV of the Business Architecture Center of Expertise.

Your key responsibilities are:

• You will report to the Product Lead Business Architecture

• You will work closely with users, interview them, collect feedback, listen, and challenge them so we can build a well-loved Product that delivers the most value

• You will continuously improve the Product and service and the related customer journey based on user feedback, policy, and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape

• You bridge IT and business through understanding of client needs, and digitization and ensure delivery is of the right quality by defining service design concepts and educating on service design concepts

• You will bridge the gap between users and developers, data analysts in the team

• Translating the voice of the user into clear requirements for your IT colleagues

• You will be responsible for building a safe and secure Product and/or service, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes, etc.

• You will be responsible for continuous learning and sharing your experience/ knowledge and colleagues from different domains. You are the example in giving and receiving feedback to improve yourself, the squads, and the Lending Delivery organization

• You will use different ways of working like design thinking, lean startup, and agility to ensure the quality of features and stories. You have an entrepreneurial mindset; think big, start small, and scale fast. Customer journey mapping is one of the key artifacts you need to be familiar with

We are looking for talented professionals who:

• A growth mindset, who wants to drive change, work on cool digital innovation initiatives

• Your ability and drive to contribute to product delivery and development of expertise.

• Your ability to simplify complexity and drive operational excellence

• Your ability to promote and embed delivery culture in the organization

• A colleague with analytical skills who makes decisions based on data and facts

• Strong resilience: your ability to navigate through ambiguity and simplify complexity

• A proactive, creative, and an out-of-the-box thinker

• An open and transparent communicator

• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behavior

You have a proven track record and technical skills in:

• Minimal 5+ years of working experience in service design, customer journey mapping, system mapping, and the creation of service prototypes

• Pro-active, open-minded, goal-driven personality and the capabilities to optimally function within an Agile environment

• Experience/affinity with a Wholesale Banking environment.

• Interested in new technological and data science applications

• Excellent command of English