Customer Journey Expert – X-border Serve Tribe Business Lending

The opportunity

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.

Want to know more? See what our colleagues say about this role: https://www.ing.jobs/nederland/Vakgebieden/Marketing-Communicatie/Customer-Journey-Experts.htm

ING operates entirely on the basis of the Agile philosophy. You will work with different expertise in self-managing multidisciplinary teams (squads). With over 20 squads in the Netherlands, Belgium, and India you form the Cross-border Tribe Business Lending.

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.

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 do this from a Minimum Viable Product perspective and help others in the team to be successful by coaching them. In addition, 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.

Role and responsibilities

You are going to make the difference for the Business Lending clients!

Tribe Business Lending has a full roadmap for the coming years! We are working hard to align our processes and proposition with the brand-new service model for our Business Lending clients in the Netherlands and Belgium. 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. A big challenge? It certainly is! That is precisely why we are expanding.

Together with your end-to-end squad, you are responsible for customer journeys and the associated applications and processes. In this role, your knowledge of Product Management will grow, and you will gain experience in implementing IT changes and process improvements. You will work intensively with the engineers in your squad. With the Cross-border Service Tribe Business Lending, you ensure that there is a great digital proposition for Business Lending in the Dutch and Belgian market.

Do you understand that:

• Our customers are not looking for credit or loans at all, although they need money so they can continue their business.
• We therefore would like to make credit arrangements as easy and comprehensible as possible.
• Preferably online, with assistance where required.
• A simple customer journey requires a lot of complexity in our systems.
• automation without standardization is impossible.
• Unfortunately, we cannot help everyone with a loan or credit.
• Business Lending is a constant balance between risk and commerce.
• data is the key to maintaining this balance.

If you understand all this, you are the candidate we are looking for!

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 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.

Furthermore, you have:

• 6-7 years of relevant work experience
• University or Master’s Degree
• Strong communicator, with an excellent command of the Dutch and English languages
• A financial background and knowledge of Business Lending
• Background in sales and relationship management and knowledge of related processes, products and systems is an advantage
• You are flexible, enthusiastic, binding and you have a service and client-oriented attitude
• You have a hands-on mentality, are a team player and are result oriented
• You work accurately, are highly organized and deliver high-quality work

Rewards & 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
• 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
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster

Want to apply directly?

Please upload your CV and motivation letter by clicking the “Apply” button.

About us

With 57,000 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 and apply today!