Customer Journey Expert / Squad Master – Regulatory, External & Risk Changes

About the role

ING is looking for a Customer Journey Expert / Squad Master for its Regulatory, External & Risk Changes squad within the Product Change Management domain. You will be end-responsible for analysing, testing and delivering projects in your scope, together with your Product Lead defining the squad's roadmap for the current and next two quarters. The position is based in Brussels and is full time.

Key responsibilities

• Translate business needs into clear, actionable requirements and well-defined deliverables.
• Manage the squad backlog, track project progress and plan the roadmap for upcoming quarters.
• Ensure processes comply with internal and external policies and risk guidelines.
• Balance usability, operational efficiency and commercial impact, using automation wherever possible.
• Own the end-to-end roadmap, from design through implementation, including business and functional analysis, testing and stakeholder management.
• Work closely with the Credit Risk organization to keep an aligned view of projects and policy adherence.

Required profile

• Bachelor's or Master's degree, with 3 to 5 years of relevant professional experience.
• Proven stakeholder management experience, with the ability to persuade and align diverse audiences.
• Affinity with Credit Risk policy and procedures, and willingness to challenge proposed changes.
• Experience turning business requirements into functional analyses and clear documentation.
• Strong project management and communication skills, with a customer, sales and employee-centric mindset.

Required skills

• Solid command of Agile ways of working.
• Experience with automation techniques, including AI-driven solutions, is a strong asset.

What we offer

• The chance to steer the digitalisation of customer and employee-facing journeys.
• An informal, dynamic environment with a multi-cultural team.
• Learning and development support, including ambassador roles and squads.
• Diverse work ranging from IT to product development, digital experience and compliance.