Business Analyst Business Banking Digital Channels & Onboarding

REQ-10116606

23/06/2026

Customer Journey

Milan, Italy

ING Bank

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Job Description:

The Business Analyst Business Banking Digital channels & Onboarding, working as a Customer Journey Expert (CJE) in the Agile Organization, has end-to-end responsibility for the analysis, management, harmonization of end to end SMEs customer processes across ING SME acquisition products, commercial products, services, digital channels (App and Web) with a view to achieve a frictionless customer experience, improve process efficiency and time to activation.

The position requires strong communication skills, full proficiency in written and spoken English, and the ability to collaborate effectively in a multifunctional and international environment. It also demands strong analytical skills and a proven capability to identify business requirements and translate them into functional requirements and technical specification.

The Business Analysts plays a key role in ensuring the success and target achievement of ING new business line, collaborating with all ING teams (Marketing, Product, Tech, Finance, Compliance, Operations, and many others...).

He/she will work in a fast-paced and international environment as a member of the funding team, having the opportunity in the next years to look backword and say I was there when it started!

Key responsibilities:

Innovation Advocacy: Spearhead the implementation of digital banking solutions, ensuring a seamless and user-friendly experience for SME clients

Digital Warm Onboarding: Built the most innovative and frictionless onboarding process for SME clients starting from “functional” needs to identifying macro-steps and sub-processes

Clients Engagement: Engage with SME clients to gather insights and feedback, fostering continuous improvement in daily banking offerings

Process Optimization: Identify opportunities for process improvements, ensuring operational efficiency and excellence tailored for SMEs

Requirement Elicitation: Starting from SME business needs identifies and understands IT impacts on the different applications and processes, providing all the information needed for development phase and helping other CJEs to speak in a correct IT language

Data Deciphering: Dive deep into data, extracting meaningful insights to inform strategic business decisions within the SME sector

Cross-Functional Collaboration: Collaborate in a structured and multi-functional way and design together with product Tribe, UX, Risk and Operations new functionalities according to strategic operating models

Analytical Solutions: Be able to build reports for department usage and analyze data provided by other Bank department

Required skills and experience

Bachelor’s in economics or engineering

Minimum of 2 years’ experience as a business analyst within financial industry and within an international and complex environment

Experience of IT project and working effectively across functions (e.g. Sales areas, Legal, Compliance, Transparency, Privacy, Credit Risk, Finance)

Experience in use of content management systems

Experience on Digital Process and Digital Capabilities related to onboarding

Creative minded with an ability to conceive interesting ideas for new content

Data analyst mindset and capabilities needed for a data fluency approach and environment

Strong knowledge of retail and business banking business

Fluent Italian and English language

Contract offer:

Working conditions: Permanent employment contract

Working hours: Full time (37 hours per week)

Applicable Collective Labour Agreement: National Collective Labour Agreement for employees in the credit sector (NCLA)

Location: Milan

Annual base salary starting from: 39.000€

Variable remuneration: in line with the applicable remuneration policies (with a target based on the role, outcomes linked to the Group, Business line/function, and individual performance)

Our compensation approach is built on objective, gender-neutral criteria aligned with the role’s core requirements. That said, we believe talent goes beyond any framework: your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

Flexible Smart Working

Competitive base salaries and performance-based bonuses

Meal vouchers and corporate restaurant and bar

Health insurance and Accident insurance

Pension fund and welfare plan

Diverse cultures & Innovative mindsets

International Environment and Talent Program

Commitment to sustainability

Lots of training development opportunities to help you grow

Lots of moments dedicated to physical and mental well-being

A special day off when it is your birthday: we call it #doyourbirthday!

And of course, we can’t forget free water & coffee at the office!

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.

Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com

No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

If you suspect suspicious activity, report it immediately. Your safety matters to us.

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Questions? Just ask

Stefania Bizon

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