Senior content maker / Customer Journey Expert / Product- & Process Manager - Tribe Business Lending

<p>At ING, appreciation and support for our employees comes before seeking external talent. If you think this vacancy is the right next step in your ING career, we encourage you to apply. If you have any questions about the vacancy or would like to know more before applying, don't hesitate to contact the recruiter responsible.</p><p></p><p><b>Senior Content Maker / Customer Journey Expert / Product- &amp; Process Manager</b></p><p>We call the role of Product &amp; Process Manager: Senior Customer Journey Expert (CJE).</p><p></p><p>You are going to make the difference for the Business Lending clients!</p><p>Tribe Business Lending has a full roadmap for the coming years! We are working hard to align our processes and proposition with the needs of our business customers in the Netherlands. We are also working hard to build our dream journeys in the target system landscape so that our colleagues can help our clients even better. At the same time, we are working on eliminating old systems and applications that no longer meet today's requirements. Finally, we notice enhanced pressure from legislation and regulations that we must secure in our processes.</p><p></p><p>A big challenge? It certainly is! That is precisely why we are expanding.</p><p></p><p><b>Why should I become a Customer Journey Expert at Tribe Business Lending?</b></p><p>Do you understand that:</p><ul><li>Our customers are not looking for credit or loans at all, although they need money so they can continue and grow their business;</li><li>We therefore would like to make credit arrangements as easy and comprehensible as possible;</li><li>Preferably online, with assistance where required;</li><li>A simple customer journey requires a lot of complexity in our systems;</li><li>Automation without standardization is impossible;</li><li>Unfortunately, we cannot help everyone with a loan or credit due to creditworthiness;</li><li>Business Lending is a constant balance between risk and commerce;</li><li>Data is the key to maintaining this balance.</li></ul><p></p><p>If you understand all this, you are the candidate we are looking for!</p><p></p><p><b>The Team</b></p><p>You will be working within the Tribe Business Lending. This Tribe consists of 10 products that all have their own scope and responsibilities. The <b>BLESS</b> (Business Lending Employee supported Sales &amp; Services) team consists of three squads. These squads contain both colleagues from business (CJE’s) and IT (engineers) that collaborate to make sure that the challenging roadmaps, that have been created together, will be achieved.</p><p></p><p><b>Role &amp; Responsibilities</b></p><ul><li>As CJE, you are responsible for an optimal 'customer journey' for our Business Lending clients in The Netherlands, both on our website, in the app, in one of our branches and even at our clients' premises.</li><li>We unburden and surprise our business clients! As a Customer Journey Expert, you are key to this ambition for the business client.</li><li>Together with your end-to-end squad, you are responsible for customer journeys and the associated applications and processes.</li><li>In this role, your knowledge of Product Management will grow, and you will gain experience in implementing IT changes and process improvements.</li><li>You will work intensively with the IT engineers in your squad.</li><li><b>Stakeholdermanagment</b>, as a Customer Journey Expert, you will also work closely together with stakeholders such as Sales, Customer Loyalty Teams, and Credit Risk Management. These stakeholders are in the different client segments.</li><li>You work on the applications of Business Lending for which digitalization, scalability and user friendliness are essential for both the client and ING colleagues. You are working on the future of Business Lending in which you develop digital, customer-driven processes in new workflow systems. 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.</li></ul><p></p><p><b>How to succeed</b></p><p>You have an enthusiastic and proactive attitude; you want to make an impact and see results. You are curious, have a hands-on mentality and are eager to learn. In addition, you enjoy working in an international team and like a challenge. You have a passion for client improvement and digitalization within the financial sector.</p><p></p><p><b>But what does that mean concretely?</b></p><ul><li>Minimum six to seven years' relevant work experience;</li><li>University or master’s degree;</li><li>You are a strong communicator in English (and preferably in Dutch);</li><li>A financial background and knowledge of Business Lending is an advantage;</li><li>Background in sales and relationship management and knowledge of related processes, products and systems is an advantage;</li><li>You are flexible, enthusiastic, bi