Customer Journey Expert - Universal III

Role purpose
As a Customer Journey Expert – Private Banking Tooling & Value Proposition, you are responsible for shaping, evolving and safeguarding the end-to-end Private Banking investment value proposition, with a strong focus on tools, reporting, advisory support and digital enablement.
You ensure that Private Banking clients and bankers are supported by high-quality
investment tools, insights and journeys, aligned with ING’s strategic ambitions, regulatory requirements and premium client experience standards.

Key responsibilities
Private Banking value proposition ownership
• Own and evolve the Private Banking investment value proposition, including advisory and discretionary services, reporting and client insights.
• Ensure consistency between client expectations, banker needs, tools and underlying investment processes.
• Translate Private Banking strategy into concrete propositions, journeys and tool
enhancements.

Investment tooling & digital enablement
• Act as business owner for Private Banking investment tooling, such as:

o portfolio & performance reporting,
o risk, allocation and mandate views,
o ESG & sustainability insights,
o advisory and client review support tools.
• Define and prioritise functional requirements for tooling improvements in
collaboration with Product Leads, IT and vendors,
• Challenge functional and technical designs to ensure tools are usable, reliable and value-adding for bankers and clients.

Customer journey design (client & banker)
• Design and optimise end-to-end Private Banking journeys, covering:
o onboarding & mandate setup,
o portfolio follow-up & reviews,
o reporting & client communication,
o lifecycle events and changes.
• Ensure journeys are seamless across digital and human touchpoints.
• Use data and feedback to identify pain points, gaps and improvement opportunities.

Stakeholder & ecosystem coordination
• Act as a key interface between:
o Private Bankers & PB management,
o Investment Office,
o Legal, Compliance, Risk & Finance,
o IT delivery squads and external tooling partners.

• Build strong alignment on priorities, trade-offs and delivery commitments, while safeguarding client value and regulatory compliance.

Risk, regulatory & control awareness
• Ensure Private Banking tooling and journeys comply with:
o MiFID & investor protection rules,
o ESG & sustainability disclosure requirements,
o SOx / operational risk controls where applicable,
• Identify gaps and coordinate remediation actions in close collaboration with control functions.

Run & continuous improvement
• Monitor service quality, incidents and client impact related to PB tooling and
journeys,
• Support run activities and ensure operational stability of Private Banking investment solutions,
• Drive continuous improvement based on usage, incidents, banker feedback and strategic priorities.

Profile & skills
Experience & knowledge
• Strong understanding of Private Banking investment services, mandates and client expectations,
• Solid knowledge of investment products, portfolio construction and reporting
concepts,
• Experience working with investment tooling, data or reporting platforms,

• Familiarity with Agile / squad-based delivery models.

Core skills
• Customer-centric and value-driven mindset,
• Strong analytical and conceptual thinking,
• Ability to translate complex investment topics into clear journeys and requirements,
• Excellent stakeholder management and communication skills,
• Ownership and accountability with strong risk.

Mindset
• Curious, proactive and improvement-oriented,
• Comfortable operating at the intersection of business, investments, tooling and regulation,
• Able to challenge constructively and make balanced trade-offs.

Position in the organization
• Part of Tribe Investments, with a strong functional link to Private Banking
• Works closely with Product Leads, IT delivery squads, Investment Office and Private Bankers,
• Plays a key role in safeguarding and evolving the premium Private Banking client experience.