At ING we are looking for a Senior Business Process Expert At ING, we are looking for a Senior Business Process Expert to join our COO Products Tribe and help shape the future of Business Banking (BUBA). In this role, you will be responsible for defining, delivering and continuously improving customer journeys, operational processes and capabilities that enable Business Banking customers to interact with ING in a simple, efficient and compliant way. You will work in a multidisciplinary environment, collaborating closely with Business, Operations, IT, Risk, Compliance and Legal teams to transform ideas into scalable solutions that create value for customers and the organization. As a Senior Business Process Expert, you will: Drive the definition, implementation and continuous improvement of Business Banking customer journeys and operational processes. Translate business needs into clear functional requirements, working closely with development teams throughout the delivery lifecycle. Support solution design, testing activities and implementation to ensure successful delivery and adoption of new capabilities. Use data and insights to identify trends, measure performance and support decision-making. Design and monitor operational and customer-centric KPIs to ensure sustainable service performance. Bachelor's or Master's degree. Minimum 5 years of experience in transformation initiatives, process improvement, customer journey design, product delivery or complex project environments. Strong analytical mindset and ability to make data-driven decisions. Excellent stakeholder management and communication skills. Experience working in Agile organizations and delivery environments. Experience in banking, operations or Business Banking environments will be highly valued. Knowledge of reporting and analytical tools (Power BI,



MicroStrategy, Excel or similar) is a plus. You will have the opportunity to play a key role in the evolution of ING's Business Banking capabilities, working on strategic initiatives with high visibility and impact, while collaborating with a diverse network of experts across Business, Operations and Technology. With our customers' needs first, the team ́s and your own, we agree when to come to ING MAD and when to work best from home. Health insurance. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids... We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably. Banking benefits. Special mortgage conditions after 6 months working at the bank. 360o care of the employee (physical, mental, social connection & purpose). Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International Remote work program. A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies. And although we are based in Spain, we are lucky to work in an international bank with presence in more than 35 countries. We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity,



Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society. And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. En ING estamos buscando un/a Senior Business Process Expert En ING buscamos un/a Senior Business Process Expert para unirse a nuestra COO Products Tribe y ayudar a dar forma al futuro de Business Banking (BUBA). En este puesto, serás responsable de definir, entregar y mejorar de forma continua los customer journeys, los procesos operativos y las capacidades que permiten a las personas clientes de Business Banking interactuar con ING de una manera sencilla, eficiente y conforme a la normativa. Trabajarás en un contexto multidisciplinar, colaborando estrechamente con los equipos de Negocio, Operaciones, IT, Riesgos, Compliance y Legal para transformar ideas en soluciones escalables que generen valor para las personas clientes y para la organización. Hacer que las cosas sucedan, simplificar la complejidad, mejorar las experiencias de cliente e impulsar la mejora continua forman parte de nuestro ADN. Como Senior Business Process Expert, tendrás las siguientes

responsabilidades:
Impulsar la definición, implementación y mejora continua de los customer journeys y procesos operativos de Business Banking. Traducir las necesidades de negocio en requisitos funcionales claros, trabajando estrechamente con los equipos de desarrollo durante todo el ciclo de entrega. Dar soporte al diseño de soluciones, a las actividades de testing y a la implementación para garantizar una entrega exitosa y la adopción de nuevas capacidades. Adoptar una visión end-to-end de los procesos de cliente

📌 Senior Business Process Expert (Madrid)
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