Customer Journey Expert – Product Management (ESG)

Job purpose
Together with “Superior Value for Customers”, “Sustainability at the Heart”  is the key pillar of ING Group’s strategy of ING Group, which is “Growing the Difference”.  ING wants to support business clients to adapt their business to a low carbon economy and finance the transition. 
As a Customer Journey Expert (CJE) within the ESG team, you combine data analytics, ESG expertise and customer-centric design to translate sustainability data into actionable insights, portfolio steering and scalable client engagement strategies. You will also contribute to customer journeys that support clients in their transition while contributing to the bank's sustainability and growth ambitions.

Key responsibilities
1.    Data driven analysis and journeys
•    Make sense of complex, high quantity, and sometimes contradictory data (Lending portfolio and Client ESG Data) Determine the most critical data to prioritize further analysis. Probe deeply for root causes.
•    Use a variety of traditional and novel methods and systems to provide critical data-driven insights and recommendations.
•    Analyze client and portfolio-level ESG data to identify decarbonization opportunities, climate risks and impact drivers.
•    Prioritize initiatives, sectors and client segments with the highest potential impact.
•    Provide business users with robust evidence to support decisions.
•    Monitor evolutions through KPIs, dashboards and analytical models.
•    Make recommendations to improve data and analytics systems and platforms, contributing to the continuous improvement and refinement of data and analytics strategy.
 

2.  Design and optimize ESG customer journeys
•    Support collection of business requirements using document analysis and workflow analysis to express requirements clearly (and challenge when needed).
•    Identify customer needs, pain points and opportunities through data and stakeholder feedback.
•    Design, implement and continuously improve ESG-related customer journeys and value propositions.
•    Translate insights into scalable journey improvements, engagement strategies and commercial opportunities.
•    Ensure seamless end-2-end delivery across Sales, Lending, Risk and relevant support functions.

3. Build ESG expertise and translate it into action
•    Develop deep expertise in ESG, climate transition and emission calculation methodologies.
•    Understand and leverage ESG data sources, scorecards, regulations and reporting frameworks.
•    Translate complex sustainability topics into practical tools, journeys and client-facing propositions.
•    Stay informed on market developments and emerging sustainability trends.

4. Deliver change through collaboration
•    Collaborate across business, risk, lending, ESG and data teams to bring initiatives to life.
•    Align stakeholders around priorities, roadmap and delivery.
•    Drive experimentation, learning and continuous improvement.
•    Act as a trusted partner between commercial teams, ESG experts and data specialists.
•    Help your team to grow at the right level of data/technical expertise to optimize impact and challenge/engage stakeholders based on a solid, fact-based input.
 

How to succeed
Experience & Knowledge
•    Master degree in Business, Economics, Engineering, Data Management or equivalent.
•    Basic understanding of banking, lending portfolios and data-driven decision making.
•    Experience working in an ESG environment is a plus, but can be compensated by proven data skill set, ESG-commitment and team spirit. 
Skills & Competencies
Ownership & Self-Leadership
•    Work autonomously, takes ownership of initiatives and drives progress from idea to implementation.
•    Proactively seek feedback, challenge and expertise from colleagues to improve outcomes and accelerate learning.
ESG & Sustainability Mindset
•    Strong interest in sustainability and ambition to translate ESG topics into business value.
Data & Analytical Thinking
•    Use data to identify insights, prioritize actions and drive decision-making.
Data Storytelling
•    Transform complex data into compelling narratives and actionable recommendations for Sales and senior stakeholders.
Innovative Mindset
•    Create new and better ways for the organization to be successful. For example: constantly look for new ideas and innovative ways of doing things; make an effort to get involved in new areas;  Offer original ideas and promising new solutions.

User Centricity
•    Translate customer and internal user needs into simple, impactful and scalable solutions.
Impact Orientation
•    Focus on delivering measurable customer, portfolio and business impact.
Stakeholder Management
•    Build alignment and influences across business, risk, ESG and data teams.