(senior) Customer Journey Expert / PO bij Tribe Mortgages NL (Amsterdam)

Deze vacature is niet meer vacant

The Opportunity

Renewing mortgages successfully!

As a (senior) Customer Journey Expert (CJE) / PO within the Mortgages NL department you have a crucial role in improving our customer service. You are responsible for managing the core of our Mortgages application landscape. In addition, you work on a step-by-step renewal of it.

The Team

But you don't do this alone. You work together with about 16 colleagues in two self-managing multidisciplinary teams. Just like you, these are skilled and driven experts who want the very best for customers and who also realize this. As a team, you are the driving force behind the systems, the product, the processes and behind the customer journey.

Roles and Responsibilities

  • Your starting point is your customer, both external and internal. You investigate where opportunities and needs lie by consulting with stakeholders in the Business and IT.

  • You are aware that Continuity, Risk Management and Law and Regulations leave an important mark on the backlog of your teams.

  • You are an expert in bringing parties together to achieve the goal.

  • With your strong IT affinity you get energy from working on renewal of the IT landscape and product and data migrations.

  • With your data analysis skills you are able to make well-founded decisions.

  • You work together with colleagues with a process responsibility to clarify requirements and ensure the rollout and you ensure that all necessary resources are available at the right time.

  • You help solicited and unsolicited to improve the team performance

  • Together with your team you are end-to-end responsible for the implementation.

Your work environment

As a Customer Journey Expert / PO you work partly from home, but also regularly from an ING office iAmsterdam in a team that we call a 'Squad'. You will also be part of a 'Chapter'; a team in which colleagues with the same expertise from different parts of the department work together to increase their expertise. We work according to the Agile philosophy and the Spotify model. This way of working gives you plenty of room to fully utilize your knowledge and experience and to get the best out of yourself every day. For more information about our working method, see: https://www.youtube.com/watch?v=D3iu2kfZ3w4 . You will be working within the Tribe Mortgages NL.

Working at ING means working in a highly dynamic environment, where the ambition is to be and remain a leader in (international) banking.

Development and growth

At ING we realize that in order to achieve qualitative growth we must always have the best people in the right place. That's why we invest a lot in your personal growth and development. But we also expect you to take the initiative yourself and to always keep up to date with the latest developments in your field and continue to improve yourself. We are happy to support you in your growth, both horizontally and vertically, and we offer you good career opportunities.

We're looking for: a self-starting and customer-oriented Customer Journey Expert for Mortgages with a strong affinity for IT

In the field of mortgages, you know better than anyone how to empathize with our various target groups (customers, sales, operations, supervisors) and their needs. And you can translate this seamlessly into a suitable offer from ING and smoothly functioning processes within the organisation. This is because you are a sharp thinker, but also because you naturally roll up your sleeves and take the initiative. Independently and together with the colleagues in your team. You are decisive and results-oriented, you dare to do things 'differently' and you have the skills to interact well and easily with many different stakeholders.

Furthermore, you endorse ING's values, you believe that it is only natural to behave in accordance with these values in your work and you are willing to take the Banking Oath, like all ING employees. For more information, please visit https://www.ing.jobs/Nederland/Over-ING/Orange-Code.htm



  • You have completed a higher professional education (HBO) or higher;

  • At least 5 years of relevant work experience;

  • Have demonstrable experience in the role of PO;

  • Have demonstrable experience with complex data migrations;

  • Do you have strong stakeholder management skills;

  • Are you flexible and enthusiastic;

  • Does your heart beat faster with CX, service design & digitalization;

  • Do you have knowledge of IT and experience in working with IT people;

  • You have an excellent command of the Dutch and English languages.

  • Do you work together with colleagues from various nationalities?

How to succeed

We hire smart people like you for your potential. Our biggest e xpectation 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.

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 o ut more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

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 u s

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 poss ible 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.

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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