Customer Journey Expert / Business Analyst

ING Wholesale Banking; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ING Wholesale Banking seeks a Customer Journey Expert to join the Availability Management Squad within the Lending Tribe. You will own end-to-end improvements of digital journeys, work with cross-functional teams, and support 24/7 lending operations worldwide.

You will define requirements, support product development, and ensure compliant, reliable services across Lending platforms. Strong communication and collaboration across business and tech teams are essential for success.

Qualifications

• Bachelor's or Master's degree.
• At least 5 years of experience in a similar role.
• Experience working within Banking or Financial Services supporting a global user community.
• Knowledge and experience working in Agile/Scrum environments.
• Strong English verbal and written communication skills.
• Proven ability to collaborate across business and technology teams.

Responsibilities

• Continuously improve the digital journeys and services delivered to Wholesale Banking customers.
• Simplify complex processes and clearly communicate solutions to Lending Front Office and Operations teams.
• Help define, develop, and communicate the roadmap supporting the Availability Management vision.
• Collaborate with stakeholders to integrate solutions seamlessly across the lending value chain.
• Define business requirements for new products, services, and process improvements.
• Perform functional support for key lending applications and users.
• Execute and support automated testing and user acceptance testing activities for new releases.
• Contribute to secure, reliable, and compliant 24/7 lending operations.

Skills

5+ years experience

Agile/Scrum

English communication

Collaboration across teams

Banking/Financial Services experience

Education

Bachelor's or Master's degree

Tools

SQL

API integrations

LoanIQ

Job description

Customer Journey Expert – Availability Management Squad (WB Tribe Lending)

Help Shape The Future Of Wholesale Lending

At ING, we believe banking should make life easier—not more complicated. That's why we're continuously improving how we deliver lending products and services to our customers worldwide.

We're looking for a Customer Journey Expert (CJE) to join our Availability Management Squad within the Wholesale Banking Lending Tribe. If you're passionate about improving customer journeys, simplifying complex processes, and working at the intersection of business and technology, this could be your next opportunity. You'll help ensure our lending platforms and services remain reliable, compliant, and continuously evolving to meet customer needs.

Role Summary

As a Customer Journey Expert, you will have end-to-end responsibility for improving and optimizing digital customer journeys across Lending products and services. Working in an Agile squad, you'll collaborate with business and technology specialists to develop innovative solutions, drive continuous improvements, and enhance the experience of both customers and internal users.

You'll play a key role in defining business requirements, supporting product development, improving operational processes, and ensuring stable, compliant 24/7 services across a global Wholesale Banking environment.

About The Team

The Lending Tribe is part of ING Wholesale Banking, one of ING's core business lines serving corporate and institutional clients globally. The tribe is on an ambitious digital transformation journey aimed at improving customer and employee experiences, digitizing processes, and strengthening regulatory compliance.

As part of the Availability Management Squad, you'll contribute to keeping critical lending services available, efficient, and aligned with evolving customer and business needs while collaborating with teams across multiple countries and disciplines.

What You'll Be Doing

• Continuously improve the digital journeys and services delivered to Wholesale Banking customers.
• Simplify complex processes and clearly communicate solutions to Lending Front Office and Operations teams.
• Help define, develop, and communicate the roadmap supporting the Availability Management vision.
• Collaborate with stakeholders to integrate solutions seamlessly across the lending value chain.
• Define business requirements for new products, services, and process improvements.
• Perform functional support for key lending applications and users.
• Execute and support automated testing and user acceptance testing activities for new releases.
• Contribute to secure, reliable, and compliant 24/7 lending operations.

Required Skills

Must-Have Qualifications

• Bachelor's or Master's degree.
• At least 5 years of experience in a similar role.
• Experience working within Banking or Financial Services supporting a global user community.
• Knowledge and experience working in Agile/Scrum environments.
• Strong English verbal and written communication skills.
• Proven ability to collaborate across business and technology teams.

Nice-to-Have

• Experience with Wholesale Banking products or Lending products.
• Understanding of transactional and collateral data lifecycle management.
• Knowledge of LoanIQ.
• SQL experience and understanding of API integrations.
• Experience working in complex international organizations.

Who You Are

• Curious, collaborative, and eager to learn.
• Comfortable working in a business and IT-driven environment.
• Passionate about innovation and continuous improvement.
• A strong communicator who can translate complexity into clear solutions.
• A team player who values different perspectives and contributes new ideas.

What We Offer

• The opportunity to influence the future of Wholesale Banking Lending.
• Exposure to international stakeholders and global business initiatives.
• A collaborative and inclusive culture where diverse perspectives are valued.
• Continuous learning and development opportunities.
• The chance to work on meaningful initiatives that directly impact customers and business outcomes.

Don't meet every requirement? We encourage you to apply anyway. Research shows many talented professionals hesitate to apply unless they meet every qualification. If you're excited about this opportunity and believe you can add value, we'd love to hear from you.