Customer journey expert - digital mortgages

ING is looking for a Customer Journey Expert! The Dutch housing market is always a hot topic. Whether it's the shortage of houses, the recent surge in interest rates or the sustainable housing transition we need to make. ING is continuously striving to make impact for new and existing customers.

With ING, we are the best mobile-led bank of the continent and next to the aim to keep that position, we have a strategic focus on customer experience and sustainability.  Within Wonen ( Tribe ) we have different Products with each their own focus contributing to the strategy for the Dutch market. One of the products is Digital Mortgage. Digital Mortgage has the ambition to provide document free mortgages. Whereas documents are a key element in validating information for years, we have the ambition to increase the availability and usage of source data instead as an enabler for efficiency and First Time Right. In order to do this the team develops their own solutions and has partnerships with suppliers.

The Digital Mortgage team is looking for an intermediate level Customer Journey Expert. Do you have Mortgages knowledge and do you want to bring the Mortgages chain to a next level by simplifying customer processes, finding new sources of data, and implementing and optimizing those? Do you like working together by steering and consulting several stakeholders and partners internally and externally? Are you analytical and data-savvy?  Do you have state-of-the-art ideas on how to develop our digital mortgage propositions? And last but not least.. Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

The team
'Wonen' is one of the largest tribes within ING Retail, with 60 agile teams (squads) in Amsterdam, Leeuwarden and abroad. The tribe entails all products and processes associated with starting and having a mortgage at ING. With 600.000+ customers we are one of the biggest mortgage providers of the country. ING embraces hybrid working. Part of the time you work from one of our offices in Amsterdam.

We currently looking for a Customer Journey Expert in Product Digital, part of the Product Area Origination. Product Digital entails of three fullstack teams with both Business and IT people. This vacancy is available in one of the teams, with a focus on gathering external source data. The team consists of 2 more Customer Journey Experts and 3 Software Developers.

Roles and responsibilities
With your squad you are responsible for the offering of external source data supporting customers, ING advisors, independent brokers and operations' processes. You work together with all of these user groups and corresponding Tribe teams to create and optimize seamless, smooth and efficient customer journeys. You play an active role in running the business, executing plans and defining future roadmaps. In doing so you work fact-based, both qualitative and quantitative - with a close eye on customer experience, operational risks, costs, software and domain architecture, and in co-creation with your other team members, both business and IT.

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.

You will translate features in realizable roadmaps taking MVP slicing and milestones into account, define project principles, requirements and use process designs to visualize changes. You work in close collaboration of your fellow team members, both business and IT, on executing the plans. In doing so you keep your stakeholders close. As customer Journey Expert you define together with your team the roadmap based on qualitative and quantitative research, as well as internal and external explorations to assess possibilities and you act as a consultant towards the teams that use your solutions by guiding them how to implement the solutions best in order to get the best adoption and customer experience.

Furthermore you have:

• A bachelor's or master's degree with relevant experience as business analyst, customer journey expert, or product manager/owner
• Understanding of the mortgages domain and experience in digitization
• Experienced in journey mapping: able to identify (internal)customer needs/problems and translating this into an impactful solution
• Solid interpersonal and collaborative skills to interact with different stakeholders, you are the binding factor between your team and stakeholders like ING advisors, independent brokers and operations
• Curious mindset for the underlying application architecture, relevant IT-landscape and technologies
• Are fluent in both Dutch and in English (verbally and written)

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
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Interested?

Apply directly online. Send your CV and motivation. We look forward to your application.

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.