Customer Journey Expert – Credit Risk Operations (Definition of Default)

Help improve the future of risk management at ING

Banking should empower people to focus on what matters most in their lives and businesses. At ING, we work every day to make that possible.

We're looking for a Customer Journey Expert to join our Credit Risk Operations team and help strengthen one of the bank's most important risk management processes: Definition of Default. This is an opportunity to work at the intersection of credit risk, data analysis, operations, and stakeholder management while contributing to the reliability of ING's global credit portfolio.

Role Summary

As a Customer Journey Expert, you'll play a key role in improving the effectiveness of ING's default monitoring process. You will analyze client defaults, investigate data quality issues, collaborate with stakeholders across the bank, and ensure default policies are applied accurately and consistently.

You won't just monitor processes. You'll help shape them.

As part of a newly established team, you'll have the opportunity to influence operating procedures, drive process improvements, and support strategic risk initiatives that impact ING globally.

About the Team

COO Risk is responsible for managing systems, processes, tools, and data across ING's Risk domain.

You'll join a growing team focused on enhancing default monitoring capabilities, improving credit risk data quality, and providing meaningful portfolio insights to stakeholders. As one of the early members of the team, you'll help define how the function operates and evolves.

What You'll Be Doing

• Analyze monthly and quarterly credit portfolio default data
• Investigate client default cases and validate source system logic
• Partner with Risk Management, Lending, Business, and IT teams to review findings
• Support credit risk committees and model owners with portfolio insights
• Coordinate recognition and remediation activities for default cases
• Identify opportunities to improve operational processes and prevent unnecessary defaults
• Collaborate across front-office, middle-office, and back-office teams to strengthen risk processes
• Contribute to improving data quality used in credit risk models and reporting

What You'll Bring

• Experience within banking, financial services, or credit risk environments
• Understanding of credit risk processes and lending operations
• Strong analytical mindset with experience working with data
• Advanced Excel skills and experience using data analysis tools
• Exposure to SQL, SAS, Power BI, or similar tools is an advantage
• Ability to connect business requirements with technical solutions
• Strong stakeholder management and communication skills
• Comfortable working in a global and multicultural environment
• Bachelor's or Master's degree in a financial, business, technical, or related discipline
• Excellent English communication skills

What We Offer

At ING, you'll have the opportunity to:

• Help build and shape a new global risk operations capability
• Work with experts across Wholesale Banking, Risk, and Technology
• Gain exposure to global credit portfolios and risk management practices
• Develop your data analysis, stakeholder management, and process improvement expertise
• Work in a collaborative, diverse, and supportive environment where continuous learning is encouraged

How to Apply

Ready to help us improve the future of banking?

Click the apply button on our careers site and submit your application through Workday.

Equal Opportunity

Don't meet 100% of the qualifications? Don't let that hold you back. Studies show some candidates apply only when they meet every requirement. If this role excites you and your experience is close to what we're looking for, we'd love to hear from you.

Job Application Safety Reminder

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• Apply only via official ING platforms. ING uses Workday as its internal recruitment system.
• Check the sender's email carefully. Legitimate communication will always come [email protected] and/[email protected].
• No payments or banking details will ever be requested. If someone asks for this information, it's a scam.

About ING

With 65,000 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. Apply today.