Process Lead Real Estate Finance - Customer Journey Expert

Are you a Customer Journey Expert with strong PEGA-delivery experience?

We are looking for a senior Customer Journey Expert (CJE) for Real Estate Finance (REF) Delivery to work on the digital real estate proposition for both Mid Corp and SME segments within ING Business Banking NL. As the #1 choice for real estate investors we change Real Estate for the better of the world, clients and ING. Our strategy is to finance Real Estate, be innovative and accelerate sustainability

You will join our multi-multidisciplinary PEGA squads (bus-dev-ops) and you will play a crucial role in shaping and building the core processes of REF. Your ambition is to deliver best in class processes for our customers and employees.

Within ING Real Estate Finance we are working on a program to build a digital customer offering. PEGA plays an important role in this ambition by supporting the internal workflow and digitalization of key processes. Our processes need to assure a frictionless journey for our clients when applying for loan and during the In Life Management phase. REF is, and wants to stay the #1 Real Estate Financer in the Netherlands.

Role and responsibilities 

As a senior Customer Journey Expert you hold good balance in thinking and doing. You have a passion for digitizing business processes. Experience with PEGA or similar (workflow) tooling is required.

Affinity with Real Estate financing, and/or banking is a plus because you translate business demands into strong workflow design, business logic and (IT) requirements. You take the lead in complex questions that require a good balance between an optimal process and the required (IT) investment. As a result of your considerations, you give the development team a head start.

You challenge proposed solutions and come with alternatives that are in line with the IT architecture. To prevent manual entry of information, you think of creating the optimal connections with other systems. You keep your expertise from the real estate target group continuously up to date and proactively share your knowledge with your colleagues.

Together with your (multidisciplinary) squad you are responsible for realizing your squads mission. You keep your expertise from the real estate target group continuously up to date and proactively share your knowledge with your colleagues. You take initiative and operate independently, but you find good cooperation and joint realization of the objectives is at least as important. You:

• Have strong vision and understanding about designing digital internal processes
• Know what it takes to create and develop workflows within a complex business and IT landscape
• work together with business & IT squads to realize our ambitions
• Deliver clear business requirements to the PEGA development team
• Have clear understanding about the agile way of working
• Manage your stakeholder environment, consisting of e.g. squads in- and outside REF, business and operations (circles), IT area, leadership and internal and external partners
• Are responsible for the design, development and delivery of (parts of) the finished product. In addition, the CJE is responsible for coordinating the development in IT with whom we work together.
• Be self-organizing and responsible for the quality of the increment
• Are a sparring partner for ING/REF’s management in the field of digitization in general and Pega workflow development, you have your own vision, and you are able to advice the management

We are looking for

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

Furthermore, you have:

• Fluent in Dutch and English (verbal and written), C2 level
• At least >5 years of relevant work experience
• HBO or Master's degree
• Demonstrated experience in stakeholder management at different levels
• Experience and affinity with Pega and/or similar (workflow) applications
• Expertise in creating an extraordinary customer / employee experience as well as developing, testing and scaling digital solutions
• Strong affinity and experience with Agile working
• Demonstrable experience in communication with groups (customers, employees)
• Affinity with the Professional Real Estate market
• Excellent social skills
• Experience with IT processes, can distinguish between the different roles an