Customer Journey Expert - GSF

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 the purpose to deliver scalable, reliable and compliant end-to-end products and services to our Financial Markets and Global Treasury business stakeholders and clients. As part of the Tribe, the Investing Product Area is responsible for the design, modification and maintenance of the FM & GT systems used to support the Securities Financing, Commodity Derivatives, Equity Derivatives and Cash Equity trading activities. In particular we are looking for a Customer Journey Expert in Anvil. The role operates in a global, multi-country setup. We are looking for an ambitious and pragmatic team player to strengthen our team of Customer Journey Experts.

As a Customer Journey Expert (CJE): You will undertake a business analysis function, with a strategic outlook, focusing on Securities Lending and Repo products (Equity & Fixed Income). You will combine market and system knowledge, product management and business expertise to take a leading role in successfully delivering change initiatives. You will be the interfacing function between various stakeholders (trading, sales, Risk, Ops, IT and markets) to understand the challenges and identify how technology and process can be used to solve them. You will represent the voice of the business to the squads. You will work with control functions (Risk, Legal, Compliance). You will gain valuable knowledge of Financial Markets, IT Systems development, and banking processes, which gives you a solid base to have career opportunities inside the Tribe and elsewhere in ING. You will work at the ING London but collaborate closely with teams across multiple ING countries to deliver scalable, reusable solutions. With that also a level of autonomy is expected.

Your key responsibilities As part of the squads, maximise business value by providing clear and developer-ready content for user stories (what is needed, for whom and why) and facilitate alignment of the delivery teams (the how) with the businesses to ensure a strong focus on timely and superior quality delivery. Translate and explain the “What” so that the IT engineers can determine the appropriate “How”. Structure, simplify and solve issues on processes and systems. Participate/Lead end to end refinement and solution design sessions. Work independently and ensure that implications of decisions are thought through and are addressed. Create an environment of open dialogue that encourages expertise development through collaboration and idea-sharing, in which colleagues take responsibility, help each other to be successful and remain a step ahead. Establish and maintain strong (sustainable) relationships with key stakeholders, focused on a clear understanding of their challenges and opportunities. Also identify business opportunities to drive revenue and improve product offerings. Train and coach involved parties, ensuring understanding and proper implementation of the proposed solution(s). Accumulate and collect knowledge, keep it up to date and make it accessible for all parties. Take initiatives for sharing knowledge. Be able to have a good end-to-end vision and ownership and manage complexity. Keep track of and analyse market and competition developments.

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 and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As Customer Journey Expert you will need: Experience with Anvil, an ION product, is highly preferred. A deep knowledge in the domain of Securities Financing products (Lending and Repo) is a must. Knowledge of Loanet. Experience with Triparty Agents. Understanding of FICC Repo Clearing both as a principal participant and using the sponsored model. Understanding of US Settlement and Clearing processes for Repo, UST and other fixed Income Fed Agency and Corp, as well as Equities. Understanding of flows on Execution Platforms Brokertec – Tradeweb etc. Familiarity with the Financial Markets regulatory landscape (SFTR, MIFID II, …etc.). An interest in IT. Experience working with an Agile/Scrum methodology, prior experience as a Scrum Master or Product Owner is highly desirable. A problem-solving mentality. Good communication (in English) and presentation skills (telling – selling) across different skills, cultures, locations and seniority levels. Good stakeholder management skills, including vendor relationships. A flexible mindset and adaptability to a changing environment. To enjoy working in a diverse and multi-cultural environment spanning international locations, to trust others and can be trusted.

We offer you A clear purpose, a unique offer and a range of flexible compensation and other benefits: An informal working environment with innovative colleagues, and a learning culture. Agile working, so new ideas come to life faster.