Senior Customer Journey Expert

Senior Customer Journey Expert – Product Family ING Wonen

ING is one of the leading players in the Dutch mortgage market. We are proud of this and want to maintain that position. As a Senior Customer Journey Expert (CJE) - ING Wonen you play a key role in this. Will you join our Product Area Originations to realize this ambition?

We are building a strong foundation with best-in-class IT systems. A program has been set up to migrate our current systems to an external partner. You will participate in this program by defining, refining and testing business requirements, next to drafting and testing the Origination processes.

We also have high ambitions in growth and innovation. As a CJE you will work with your colleagues to continuously improve the services to our customers and channels. We do this by using PACE, ING’s structured innovation process, that includes the core principles of Design Thinking, Lean Startup and Agile Scrum.

It is a complex, challenging working environment, so we maintain high standards. You need to have relevant knowledge of and experience in the mortgage market (products, services and processes) and a good understanding of ongoing innovation and (digitalization) trends in this sector. Additionally, you have knowledge and, preferably, experience in defining and validating customer problems to solve and in translating these into concrete improvements and/or new concepts. You have a passion for developing new ideas, thrive in a dynamic environment, and are not only a sharp thinker but also someone who takes initiative and gets things done. You are decisive, results-oriented, and not afraid to think outside of the box. You can easily engage with various internal and external stakeholders.

Of course, you will not do this by yourself. You work together with an enthusiastic bizdevops team of skilled and highly-motivated experts who, like you, are committed to delivering the best possible outcomes for our customers. You work in a fact-based manner with attention to risks, cost and benefits. Does this sound like you and energize you? Then this might be your ideal new job!

Role and responsibilities:

• You oversee the complex landscape of the mortgage market and its developments and are able to translate this into innovations.
• You have deep knowledge of mortgage products, services and processes and are able to translate this into business requirements and processes.
• You have experience in digitalizing and improving customer journeys, turning ideas into innovative solutions.
• You excel in creating and experimenting with new concepts and features and in determining when they are successful.
• You are experienced in innovation processes (preferably PACE).
• You communicate carefully, sharply, and sensitively with important (internal and external) stakeholders.
• You have a strong affinity with IT and Agile working methodologies.

As a CJE you work partly in the office and partly from home ("hybrid working"). Together with your team, you make appointments about this. We adhere to Agile principles, giving you the space to fully utilize your knowledge and experience and bring out the best in yourself every day.

How to be successful?

We hire smart, ambitious people like you for your potential! Our greatest expectation is that you remain curious, keep learning, and take responsibility. In return, we support your development into the best version of yourself.

Your profile:

• A relevant education at a minimum of HBO level (higher professional education), supplemented by at least three years of relevant work experience in the mortgage market and a (complex) Agile work environment, for example, as a Customer Journey Expert or Product Manager. Having a Greenbelt or Blackbelt certification in Lean is a plus.
• Entrepreneurial and leadership skills to experiment with new concepts.
• Self-starter with strong and proven execution (project management) power.
• Strong analytical and data-driven mindset.
• Ability to distinguish between primary and secondary matters.
• Excellent stakeholder management skills.
• Flexible and enthusiastic.
• Excellent communication skills, both Dutch and English.
• Enjoys collaborating within a motivated and ambitious team.

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. The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 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