Customer Journey Expert Online Lending

Are you passionate about optimizing digital customer journeys and driving commercial success? Do you thrive in a data-driven environment where experimentation and customer satisfaction are key? Then the role of Customer Journey Expert – Online Lending at ING might be your next challenge!

As a Customer Journey Expert, you will play a pivotal role in enhancing the performance of our digital Lending products: Instant Lending, Fast track and customized lending. You’ll work with colleagues from Easy Banking to develop -marketing- campaigns, content, and dashboards that acquire, activate, engage, and retain customers, while also identifying key areas within our digital platforms that should be improved to raise customer satisfaction and improve conversion.

The Team's focus is on the Online Sales journey to clients in OneApp and OneWeb. This is being expanded to more channels with a portal for intermediary's and IRIS for employee's. Further innovations to Online Lending are are enabling New 2 Bank clients by leveraging PSD2. Extending the scope of instant lending to fast track. Using GENAI for automated credit descioning. And many more. 

Your department and team

You’ll be part of the BLOSS Product within the Tribe Business Lending. We operate in a dynamic, competitive, and highly regulated environment with ambitious commercial goals. In this role, you’ll report to the Product Lead BLOSS and be part of a team focused on delivering measurable impact. You’ll also collaborate with colleagues from other disciplines—such as tech, data analytics, UX, digital sales, human sales channels, and risk & compliance—depending on the needs of the initiatives you’re driving.

Roles and responsibilities

Develop new Lending journeys and improve the current Online Lending journeys

• Optimise conversion of the Online Instant Lending & Fast track journeys
• Work with Data analyst to improve dashboarding and create a better understanding of how customers behave and where pain points are.
• Collaborate with UX to improve or create new journeys
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.
• Develop new journeys and help expand the scope of Online Lending
• Understand the need to comply with regulations and policies, but dare to debate alternatives 

How to succeed

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.

• Experience in product management 
• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees to identify areas of improvement;
• Bridge the gap between business and IT by translating customer needs into scalable, compliant, and technically feasible solutions;
• Experience in explaining complex issues in an easy-to-understand way to get people on board, including by using your strong analytical skills
• Expertise in -selling of- lending products
• An excellent level of English

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• A 36-40hour working week, location Amsterdm but also working from home

• 24-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.