Our Wholesale Banking growth strategy is to provide a distinctive banking experience and foster long-term partnerships with corporate clients and financial institutions. We focus on those who look beyond numbers and share a broader vision. This approach keeps us at the forefront of trends shaping the banking industry, particularly in today’s rapidly evolving economic landscape. Our ‘ING differences’ offer unique value to clients in three key areas:
1. Global reach with local experts - Wherever our clients are, our global network of experts provides a seamless local experience with a global perspective.
2. Sector expertise - Our clients trust us for tailored solutions, knowing we deeply understand their industries.
3. Sustainability focus - We actively work with clients to address some of the world’s most pressing issues, not just as thought leaders but as partners.
Delivering this value hinges on providing a superior customer and employee experience. This means centering everything around our customers. To achieve this, we are growing ‘The Digital Differentiator’ as a key enabler of the ‘ING Difference.’ As customer expectations evolve, we must keep pace. Customers increasingly expect a frictionless digital experience, making seamless digital delivery a critical component of our Wholesale Banking Growth Strategy and digital transformation.
WB Transformation office
The WB Transformation Officer, reporting to the Head of Wholesale Banking, was established to lead change in three areas:
Leading digital transformation to improve the digital experience for colleagues and clients, and future-proof our organization. Ensuring our product range meets customer needs and updating our portfolio efficiently. Executing an effective originate-to-distribute strategy to optimize capital allocation.
The WB TO team, consisting of around 200 colleagues, integrates roles related to digitalization, change, regulation, customer data, and capital deployment, structured into the following departments: Capital Distribution, Risk Models, Transformation Management, Customer Data Management, and Digital Delivery Management.
Digital Delivery Management Team
As part of WB TO, the Digital Delivery Management team is pivotal in realizing our digital delivery goals and enhancing customer and employee experiences. The team drives the WB Digital ambition to enable seamless delivery of products, solutions, and services that matter most to our colleagues and customers. The Digital Delivery Management team is responsible for:
Setting and communicating the ‘WB digital ambition’ Managing the ‘Value Stream Digital’ Delivering ‘digital (product-agnostic) capabilities’ to enable digitalization across products Driving digital innovation within the WB organization Promoting and facilitating digital adoption across the WB organization
Your role and work environment
Within the Digital team, the Centre of Expertise (CoE) for Customer Experience (CX) focuses on collecting and analyzing customer insights. Their goal is to drive informed decision-making and foster customer-centric growth. The CoE CX advocates for CX expertise within ING WB, ensuring the development of customer-centric touchpoints and interactions. They design and deliver end-to-end (E2E) customer journeys, leveraging advanced customer data analytics to identify key drivers, root causes, and opportunities. Additionally, the CoE CX captures customer feedback through global CX measurements like NPS, CSAT, Voice of the Customer, and external benchmarks. They also employ service design tools such as journey maps, service blueprints, personas, and prototypes, facilitating workshops to co-create innovative service experiences.
As a Service Designer in the COE CX, you will play a pivotal role in shaping and enhancing the end-to-end client journey within our wholesale banking environment. You will collaborate closely with customer journey experts, product managers, and development teams to create and improve products, applications, websites, and tools that meet the needs and expectations of our clients. Additionally, you will maintain the client journey framework, providing a comprehensive overview of all client journeys and their degree of digitalization.
Your key responsibilities are
Key Capabilities/Experience
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:
Questions?
Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please 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!
Interested? Apply directly online by clicking the application button below and uploading your motivation letter and CV.