Payments&Settlement Business Analyst— Customer Journey&Data, Amsterdam

Your role&work environment ING Luxembourg is looking for a

Business Analyst

(m/f), who will be working in a Squad (Project team) part of the Payments&Settlement Services Tribe. The aim of this tribe is to offer all ING customers (Retail Banking, Private Banking and Wholesale Banking) easy and reliable services and to provide the best payment experience possible.

Your mission is to design, develop, manage, harmonize and phase out commercial products, services, channel formulas and processes within one or more segments. You work in a Squad within ING's Agile organization and you work together with other experts to achieve the Squad's mission. This involves the implementation of the following activities:

Your key responsibilities

participate in the Chapter meetings and in the standard scrum events for the Squad stand up, refinement, review and retrospectives.

undertake data analyses and interviews and introduce measuring instruments to understand how to improve the customer journey. You ensure all suggestions for improvements and solutions are validated by data.

optimize processes in a customer friendly way to maximize customer and business value.

deliver the customer journey strategy, manage the stakeholders, formulate the product/service-, process- and channel policy in line with external regulations, risk and compliance policies.

truly understand your products, services and customer processes end-to-end and you keep this knowledge up to date.

have deep understanding of the customer journey by monitoring customer satisfaction, availability, costs/revenue and process quality.

can be involved in resolving customer complaints&incidents.

by applying your expertise, develop new techniques, new monitoring standards for ING, new products&processes and improve current ones.

apply expert distribution knowledge to develop new and improve current distribution practices that set market standards.

could be external speaker and contribute to industry knowledge.

We look 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 .

Qualifications

Master’s degree

Proven track record of managing/contributing to complex projects

Demonstrate the ability to manage a very diverse set of stakeholders with very different priorities.

To be curious, invest time to master your end-to-end product processes and stay up to date on markets trends, risks and product information.

To know what is going on with the customer, put himself/ herself in customers’ shoes, assess the wishes and needs of customers and anticipate on this.

To have strong analytical&judgement skills to recognize key information, identify problem, establish connections and validate before acting.

To have deep knowledge of the customer’s business and banking processes and integrate acquired knowledge into performance of tasks.

To demonstrate the ability to develop a long-term vision

To demonstrate the ability to take initiatives to improve products, processes and channel policies– ensure that creative ideas are implemented.

To support the agile organization&to perform as a team, trust and encourage each other and give feedback to promote continuous improvement&team development.

To have an excellent written and verbal communications skills in English&French

Specific knowledge of the Payments industry will be considered as an asset

We offer you

A very stimulating&exciting job

Steep learning curve

An opportunity to acquire in-depth knowledge of the ING and exposure to many cross-border ING Payments teams

Required skills

Agile

Business Analysis

Data Analysis

Project Management

SCRUM

Customer Journey

Required languages

English

French

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