Customer Journey Expert - Digital Mortgages

<p>The Dutch housing market is a hot topic. Whether it's the shortage of houses, changing interest rates or the sustainable housing transition. ING is continuously striving to make impact for new and existing customers.</p><p></p><p>ING is the best mobile-led bank of the continent and has a strategic focus on customer experience, customer intimacy and sustainability.</p><p></p><p>At ING Wonen (Tribe), we love to support the customer and broker best while buying a home. Therefore we offer top-ranked processes and digitization tools to help the customer and broker in sharing and assessing their evidence in the easiest way. The Digital Mortgage team has the ambition to provide document free mortgages. Whereas documents (for example employer statements, salary slips, pension overviews) are key elements in validating customer information for years, we have the ambition to increase the availability and usage of source data instead as an enabler to provide a frictionless experience to customers, and work towards our dream of an instant mortgage. In order to do this the team develops their own solutions and has partnerships with suppliers.</p><p></p><p>The Digital Mortgage team is looking for an experienced Product Manager ( Customer Journey Expert ). Do you want to bring the customer experience to a next level by always exploring the newest and best solutions with external partners and internal stakeholders, simplifying processes, finding new sources of data, and implementing and optimizing those? Do you like working together by steering and consulting several stakeholders and partners internally and externally? Do you alwayput the customer first and do you have state-of-the-art ideas on how to develop our digital mortgage propositions? Are you experienced in bridging the gap between business ideas and IT solutions? Are you a teamplayer? And last but nog least.. do you have an entrepreneurial mindset to take it on &amp; make it happen? Then we are looking for you!</p><p></p><p><b>Your new team </b></p><p>Wonen is one of the largest tribes within ING Retail with 60 agile teams (squads). With over 600.000 customers we are one of the biggest mortgage providers of the country.</p><p></p><p>ING embraces hybrid working. Part of the time you work from our head quarters in Amsterdam together with your team.</p><p></p><p>Currently there is a Product Management vacancy in Product Digital. Product Digital entails of three fullstack teams with both Business and IT people. This vacancy is available in one of the teams, with a focus on gathering external source data. The team consists of 3 more Customer Journey Experts and 3 Software Developers.</p><p></p><p><b>Your task</b></p><p>With your <span><span><span>squad you are</span></span></span> responsible for the offering of external source data supporting customers, ING advisors and independent brokers. You work together with all of these user groups and corresponding Tribe teams to create and optimize seamless, smooth and efficient customer journeys. You play an active role in running the business, executing plans and defining future roadmaps. In doing so you work factbased, both qualitative and quantitative – with a close eye on customer experience, operational risks, costs, software and domain architecture, and in co-creation with your other team members, both business and IT.</p><p></p><p><b>Who are you and what will you do?</b></p><p>You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As Customer Journey Expert you:</p><ul><li>Define together with your team the roadmap based on qualitative and quantitative research, as well as internal and external explorations to assess possibilities</li><li>Translate features in realizable roadmaps taking MVP slicing and milestones into account</li><li>Define project principles, requirements and use process designs to visualize changes Work in close collaboration of your fellow team members, both business and IT, on executing plans. In doing so you keep your stakeholders close</li><li>You act as a consultant towards the teams that use your solutions by guiding them how to implement the solutions best in order to get the best adoption and customer experience</li><li>Some projects are executed interbank. You represent ING’s needs and wishes here and make sure the solutions fit ING</li><li>Understand the need to comply with regulations and policies, but dare to debate alternatives and challenge status quo</li><li>Solid interpersonal and collaborative skills. You like to build a relevant network and partnerships in- and outside of ING</li><li>Strong problem-solving skills and the ability to take decisions based on data and facts</li><li>Are extremely eager and motivated to make things that are new to ING and new to the market do happen!</li></ul><p></p><p><b>How to succeed</b></p><p>We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious