AI Customer Journey Expert WB Lending

Wholesale Banking is accelerating its broader transformation agenda and within that journey the Lending Domain is sharpening its focus on speed impact and scalability. We operate in an environment where market dynamics shift quickly regulatory expectations evolve and technology moves faster than traditional delivery this reality the teams that win are the ones that can continuously translate change into action.

At the same time AI is rapidly redefining whats possible in Lending. From smarter decisioning and more efficient client servicing to better risk insights and streamlined operations AI and data-driven ways of working are becoming core to how we deliver value. The opportunities with AI are bigbut capturing it requires the right capabilities: people who can spot high-impact use cases shape them into implementable initiatives and drive delivery with pace clarity and strong governance.

Thats why Tribe Lending is investing in building and strengthening the skills needed to maximise AIs potential. Were looking for professionals who can bridge business and technology act as a sparring partner to stakeholders and move initiatives from opportunity to adoptionensuring we not only explore AI but deliver measurable outcomes at speed.

The Team

You will be part of the AI Area in Tribe Lending that is consisting of a business and tech team. Together you drive the AI agenda prioritize the use cases and drive the adoption across the whole Lending domain (Transaction Management Portfolio Management Global Lending Support Lending Operations & Tribe).

Roles and responsibilities

As an AI Expert you will be entrusted with a broad set of activities and responsibilities including:

• Identify shape and prioritise AI opportunities across the Lending domain translating business needs into a clear pipeline with measurable outcomes and value cases
• Act as a sparring partner for business teams and Tech challenging problem statements aligning expectations defining the right scope and translating demand into implementable requirements and delivery scopes
• Drive end-to-end implementation cycles for AI initiatives from discovery and feasibility through MVP rollout and scalingensuring timely delivery and realised business impact
• Coordinate stakeholders across Business Tech/IT Data Risk Compliance Legal and Security to ensure smooth decision-making clear ownership and strong delivery governance
• Embed governance risk and compliance considerations early (e.g. privacy security model risk auditability) ensuring initiatives are safe compliant and aligned with internal standards
• Lead and/or facilitate workshops intake sessions and decision forums to accelerate clarity alignment and delivery.
• Act as the SPOC towards the global AI workforce for the Lending domain
• Ensure operational readiness for go-live including process changes controls support model monitoring and clear accountability for run activities.
• Track adoption and benefits post-implementation using data and feedback to continuously improve solutions and scale what works.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that youll stay curious. Keep learning. Take on return well back you to develop into an even more awesome version of yourself. The skills and experience were seeking:

• Proven track record of driving (AI) transformation from idea to production delivering measurable outcomes (efficiency risk reduction customer impact or revenue)
• Experience and/or demonstrated interest in AI
• Strong business partnering skills with the confidence to challenge stakeholders and the empathy to bring people along through change
• Solid programme/project delivery skills (Agile and/or hybrid) including roadmap planning dependency management scope control and benefits tracking
• Portfolio prioritisation mindset: you can balance impact feasibility risk and capacitystopping low-value work and scaling proven initiatives
• Strong data mindset: you understand the importance of data quality ownership and operational processes to make AI work reliably in real life
• Excellent communication and executive storytelling skills: concise structured and able to simplify complexity into clear options and recommendations
• Collaborative proactive and outcome-driven: you thrive in cross-functional environments and can influence without formal authority

Rewards and benefits

We want to make sure that its possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at Benefits in the Netherlands

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS) 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60000 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 whats possible and at the same time ensure you work with integrity and hold the customers 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.