Customer Journey Expert - Real Estate Finance

Deze vacature is niet meer vacant

We are looking for a Customer Journey Expert (CJE) for Real Estate Finance (REF) Delivery to work on the (digital) real estate proposition for all segments within ING. As CJE you are always working on the design and realization of the best experience for our customers. You are a product developer, formula manager, communication officer and marketer in one. You make it possible for our customers to arrange their Real Estate-related banking easily, quickly and efficiently.

Various squads within the Delivery organization are contributing to the strategic goals of ING REF. The teams are designed using agile scrum methodology and working on the common goal at the QBR.

Your chapter brings expertise in the field of developing digital solutions, the translation from business to IT development and proposition validation by experiment. With this expertise you can develop appealing propositions for the sector real estate which will help our clients moving forward.

Specific Duties and Responsibilities

As a Customer Journey Expert you have a good balance in thinking and doing. Customer perspective is your primary driver and decisions are made data driven. You keep your expertise from the real estate target group continuously up to date and proactively share your knowledge with your colleagues. Together with your (multidisciplinary) squad you are responsible for realizing your squads mission. You take initiative and operate independently, but you find good cooperation and joint realization of the objectives is at least as important.

You get busy with

  • As a CJE you work together with business & IT squads to realize our ambitions
  • As a CJE you collect business requirements, you look for coordination with the parties as part of the operational processes.
  • The squad is a multidisciplinary team consisting of 4-9 Customer Journey Experts and one Product Owner.
  • The squad works agile which means that the design, development and delivery is repeated and with each repetition a part of the product is delivered (a
  • The CJE is responsible for stakeholder management with various squads, Area
  • Leads in the Tribes involved and external IT partners.
  • The CJE is responsible for the design, development and delivery of (parts of) the finished product. In addition, the CJE is responsible for coordinating the development in IT with whom we work together.
  • The CJEs are self-organizing and responsible for the quality of the
  • The CJE follows the latest developments in its own area of ​​interest

The squad plans the work in sprints of 2 or 3 weeks

We are looking for

Our ideal candidate is an energetic, stress-resistant and result-oriented professional. You are a real team player who goes for the common goal. You can see both the broad lines expand as zoom in on the details so that nothing is overlooked. In addition, you are strong in persuasion and a go-getter who does not accept "no" or "cannot" as an answer. We are always looking for how we can achieve our goals and knows colleagues from different

levels in this regard.

You prefer

• At least 3-5 years of relevant work experience

• Academic work and thinking level

• Demonstrated experience in stakeholder management at different levels

• Strong affinity and experience with Agile working

• Demonstrated experience in communication with large groups (customers, staff)

• Expertise in customer experience, digital development solutions

• Affinity with business / the corporate real estate market

• Excellent command of the English and Dutch language

• Excellent social skills

The Customer Journey Expert reports hierarchically to the chapter lead and is scaled in Job scale 10.


If you have any questions, please reach out to the recruiter attached to the vacancy. Are you already sure that you are the one we are looking for? Please apply with your resume and remember to include your motivation. We would love to hear from you!

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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