Customer Journey Expert – Credit Monitoring & Problem Loan Management

Lending is critical for our business banking customers to operate and grow. Granting loans however is not sufficient. We also must ensure customers are able and willing to pay back.

Within the CMPLM product - Credit Monitoring and Problem Loan Management - this is what drives us. Our aim is to help customers stay financially fit while enabling ING to stay in control of credit and sustainability risk.

Our product team is part of the Core Lending Area within Tribe Business Lending. We are responsible for a range of journeys from detecting increased credit risk within our group of healthy customers up to and including supporting customers in intensive care. Our ambition is to create journeys which are both compliant with latest regulations as well as easy to navigate through for Front Office and Risk colleagues. We are looking for a customer journey expert who wants to help design, implement, and maintain these journeys, in close collaboration with our stakeholders and IT engineers.

Why should I become a Customer Journey Expert at Tribe Business Lending?

Do you understand that:

• Data is key to be in control of our journeys and create value for our customers
• Embedding policy rules in our tooling helps users and ensures compliancy
• Insights into portfolio performance helps in defining our risk approach for new loans
• Early detection is more effective than efficient remediation
• Continuous- and event triggered monitoring is more effective than periodical monitoring
• A customer in intensive care can require a specific approach, but can still be helped trough the same journeys
• It is key to achieve simple customer journeys however this requires a lot of complexity in our systems
• Automation without standardization is impossible
• Business Lending is a constant balance between risk and commerce
• Strong refinement and carefully considering how the journey should be designed, helps to prevent issues after putting into production

If you understand all this, you are the candidate we are looking for!

What are you going to do?

You are going to make the difference for the Business Lending clients!

Tribe Business Lending has a full roadmap for the coming years and so has the CMPLM product team. Ambitions come from multiple angles. We need to make sure we stay in control while enabling growth ambitions. This means that we need to design scalable journeys that adequately embed policies and regulations, while at the same time enabling our colleagues to help our clients even better. It requires a very good understanding of both customer expectations and expectations from internal and external stakeholders.

Together with your CMPLM product team members, you are responsible for the customer journeys and associated applications within your product scope. You will be working on multiple innovations to boost the CMPLM product, meaning improving all in scope journeys. This can vary from implementing a regulatory change, to fully digitizing or automating a (part of the) journey. Together with our stakeholders we identify how our journeys can improve and align on implementation plans and designs. Afterwards, we implement changes with the engineers in our squad. You will gain experience or become more mature in implementing IT changes and process improvements. You will work intensively with the engineers in your squad and will also be the first one to test their changes. It also means besides working in Agile sprints of 2 weeks, we work towards quarterly release dates where we promise to bring new innovations to our users.

A big challenge? It certainly is!

Your work environment

ING operates entirely based on the Agile philosophy. You will work with different expertise in self-managing multidisciplinary product teams consisting of multiple squads. Tribe Business Lending consists of 10 product teams with over 20 squads where colleagues based in Amsterdam are working together with off shore colleagues working from India and many other locations.

As a Customer Journey Expert, you will also work closely together with stakeholders such as Sales, Customer Loyalty Teams, and Credit Risk Management. You are working on the future of Business Lending in which you develop digital, customer-driven processes in workflow systems. You will do this from a Minimum Viable Product perspective and help others in the team to be successful by coaching them. In addition, you will be busy solving internal problems and helping to implement policies within the financial sector. Finally, you work closely with the users of the systems, answering user and technical questions and providing documentation.

This is you!

You are a team player with an enthusiastic and proactive attitude. You want to make an impact and see results. You are c