Customer Journey Expert /Product Manager Mortgages Financial Health

Do you have a passion for (digital) customer journeys? Do you want to help customers improve their financial situation? Do you like working with complex financial products, in a regulatory and customer driven environment? Join our Mortgages Financial Health team! We're a Business and IT team, looking for an enthusiastic, hands-on colleague to be part of the "Customer Experience & Activation" Cluster within the Mortgage department of ING Netherlands.

In our department Mortgages NL (Tribe ‘Wonen’) we work towards becoming the best mobile-led, sustainable mortgage bank of the continent. Mortgages is one of the largest tribes within ING Retail, with 60 agile teams (squads) in Amsterdam, Leeuwarden and abroad. The tribe entails the products and processes associated with getting and having a mortgage at ING. With 600.000+ customers we are one of the biggest mortgage providers in the country.

What will you do?

You will work on improving customer journeys within the Mortgages Financial Health domain, in a fact-based way: from conducting insightful customer research to crafting the (digital) design of the customer journey, as well as defining the IT requirements for implementation by our team. Your focus will be on improving processes and supporting our Customer Loyalty Team colleagues (who directly call our customers to help them). You will look for new and better ways to help our customers understand their mortgage situation, now and in the future. You make sure everyone can afford the mortgage they have. You will incorporate regulatory requirements into the product and process designs that you create or improve.  

Your key responsibilities include:

• Supporting the operation of our customer contact for Mortgage Financial Health topics, in close collaboration with our Customer Loyalty colleagues. 
• Gathering and prioritizing improvements to the existing digital & Customer Loyalty customer journeys, through which we reach out to our Mortgage Customers.
• Maintaining contact with the members (and lead) of the Customer Loyalty Teams for improving customer journeys through a feedback loop.

• Translating customer insights into a tangible and engaging digital customer journey or current journey improvements.
• Aligning with internal stakeholders such as Legal, IT and Compliance on change requirements.
• Translating journey or product changes/improvements into business requirements.

How to succeed

You are a team player, have excellent problem-solving ability and can support projects from concept to execution.

As a customer journey expert you:

• Are a champion of customer experience and know what excites customers.
• Understand (future) trends, competitors and all other stakeholders in the housing market.
• Possess strong analytical skills and takes decisions based on data and facts.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge status quo.
• Drive to make things happen.
• Are eager to learn new skills, understand Mortgage products and rules & regulations.

About you:

You:

• Have bachelor’s or master’s degree.

• Have 2-3 years’ experience in a Mortgage related position.
• Have solid interpersonal and collaborative skills.
• Are fluent in English (verbally and written) and in Dutch (verbally and written).

We offer:

We want to make sure that it’s possible for you to strike the right balance between your career and your private life, and reward people with a generous benefits offer and employment conditions:

• 36-hour work week.
• Hybrid working location, with office located in Amsterdam.
• We offer a gross salary from € 3.572 to €5.853/m based on your experience.
• Many opportunities to grow.

Convinced?

Does all of the above sound like a match? Let’s get in touch! Please click apply and send us your CV & motivational letter. You can also directly contact the hiring manager for questions (fleur.de.groot@ing.com).

We look forward to meeting you!