Customer Journey Expert - TFS
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Key details
- Location
- Manila, Philippines
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Experience
- 3–6 yrs
- Function
- other
- Focus area
- other
- Posted
- 2d ago
Skills
About the role
About the Team
Trade Financial Services (TFS) is a core business line within ING Wholesale Banking. We provide financial security products including Bank Guarantees, Letters of Credit, and Documentary Collections to corporate and institutional clients worldwide.
As a Customer Journey Expert, you will help strengthen and future-proof the TFS back-end landscape, with a particular focus on payments, TI+, and the ING/PSS domain. You will translate business and operational requirements into practical solutions that create value for customers while ensuring secure, compliant, and efficient operations.
What You'll Do
As part of a collaborative Agile environment, you will:
- Drive improvements to TFS back-end capabilities supporting global trade finance products.
- Translate business and operational requirements into clear functional specifications and user stories.
- Coordinate end-to-end delivery initiatives, from requirements gathering through testing and implementation.
- Bridge business and technology teams to ensure solutions meet customer, operational, and regulatory needs.
- Build expertise in trade finance customer journeys, payment processing, and back-end banking systems.
- Support User Acceptance Testing (UAT) and ensure successful implementation of new functionality.
- Work closely with Operations, IT, Product, PSS, and external vendors to deliver high-quality solutions.
- Identify opportunities for process optimization using operational insights, customer feedback, and data analysis.
- Contribute to stable, secure, and compliant banking operations.
What We're Looking For
We're looking for a motivated professional who combines business understanding, analytical thinking, and delivery excellence.
Required Qualifications
- Bachelor's or Master's degree.
- At least 3 years of relevant professional experience.
- Experience in payments, trade finance, banking operations, or product delivery.
- Strong stakeholder management and communication skills.
- Experience working with cross-functional teams including IT engineers, business analysts, and operations teams.
- Excellent verbal and written English communication skills.
Preferred Knowledge & Experience
- Knowledge of payment processing within ING, particularly within the PSS domain.
- Understanding of payment messaging and infrastructure, including:
- SWIFT
- ISO 20022
- Payment routing
- Loro and Nostro accounts
- ISA account structures
- Experience with TI+ or comparable banking back-end platforms.
- Agile delivery experience.
- Project management or change delivery experience within banking or financial services.
Who You Are
You are:
- Customer-focused and solution-oriented.
- Curious and eager to continuously learn and develop.
- Comfortable navigating complexity and ambiguity.
- Analytical, structured, and capable of transforming complex challenges into practical solutions.
- Proactive, resilient, and able to take ownership.
- A collaborative professional who values teamwork and open communication.
- Passionate about driving meaningful change and improving customer experiences.