Your work environment

Financial Markets (FM) is the Bank’s gateway to the professional markets around the world. Our primary function is to service the needs of ING’s clients with products, services and guidance. FM aims to be a significant player in our market leader and challenger markets, with an additional presence in all the major international markets and specialist expertise in selected emerging markets and products.

Your role

The FMGT Tribe is the change delivery department of Financial Markets (‘FM’) and Group Treasury (‘GT’) that has as purpose to realize our clients’ dreams by connecting them to global markets, providing financial solutions, and delivering long lasting value.

We are looking for an ambitious and pragmatic team player to strengthen our team of Customer Journey Experts within the Global Securities Finance (GSF) change portfolio.

As a Customer Journey Expert (CJE), you will combine business, process, data and system knowledge to take a leading role in delivering strategic change initiatives across the GSF landscape. You will act as the bridge between business stakeholders, operations, technology teams and external software partners to design, coordinate and deliver complex end-to-end change.

The role is focused on supporting the GSF strategy and its key workstreams, including the implementation of the next-generation Securities Finance Trading & Collateral platform, cross-domain design and setup activities, testing coordination, process improvement and delivery readiness. You will work closely with front office, operations, finance, risk, architecture, IT delivery teams and vendor partners to translate business needs into concrete solutions and ensure successful execution.

Your key responsibilities

• Support the delivery of strategic change initiatives within the GSF portfolio, with a strong focus on implementation of the GSF strategy and related platform, process and operating model changes.
• Coordinate and contribute to functional setup, requirements clarification and solution design workshops across business, operations, finance, risk, IT and external vendor teams.
• Translate business objectives and operational needs into clear requirements, structured analyses, solution options and developer-ready backlog content for delivery teams.
• Act as the interfacing function between stakeholders across trading, collateral, operations, finance, risk, architecture, IT and vendor partners to align on scope, dependencies, impacts and priorities.
• Drive testing preparation and execution by coordinating stakeholders, defining test scope, supporting impact assessments, tracking defects and ensuring delivery quality and release readiness.
• Support implementation readiness for new capabilities by coordinating data setup, process alignment, user preparation and handover into controlled execution.
• Perform business and data analysis to identify process bottlenecks, control gaps, reconciliation issues and data quality improvement opportunities across the end-to-end chain
• Help structure and simplify complex processes and system interactions in a cross-domain environment, and support the design of future-state processes and controls.
• Manage deliverables independently, think through the implications of decisions, and ensure actions, risks and dependencies are properly addressed.
• Build and maintain strong relationships with stakeholders across FM, GT, vendor teams and supporting functions, with a clear focus on delivery, transparency and collaboration.
• Contribute to knowledge sharing, documentation and continuous improvement so that solutions, processes and lessons learned can be reused effectively across the organisation.

Who are we looking for?

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. You are a naturally collaborative person who listens, connects people and perspectives, and drives progress in cross-functional settings.

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, take ownership and help teams move from analysis to execution.

As Customer Journey Expert you will also need:

• Completed a bachelor’s or master’s degree.
• Strong experience in Financial Markets, Securities Finance, Treasury or a related change delivery environment.
• Demonstrable experience in complex change initiatives involving multiple stakeholders, systems and delivery teams.
• Experience in business analysis, process design, functional solutioning and translating requirements into actionable delivery content.
• Strong coordination skills for workshops, testing, implementation activities and cross-team dependency management.
• Affinity with system implementation or migration programmes, preferably involving vendor platforms and front-to-back process chains.
• Strong analytical skills, including the ability to assess data, process flows, impacts and control implications.
• Strong communication and stakeholder management skills, both verbal and written, across different levels of seniority and expertise.
• A structured, delivery-focused and pragmatic mindset with the ability to work independently in a fast-changing environment.
• Experience with Agile/Scrum ways of working is a plus.
• Experience with data quality, reconciliation, release coordination or platform implementation is a plus.
• Familiarity with Securities Finance, collateral management, ledger migration or front-office platform change is a strong plus.

We offer you  

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• A 40-hour working week
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster