Customer Journey Expert Online Business Lending

Your new role and responsibilities

As a Customer Journey Expert (CJE) within the Business Lending Tribe, you are responsible for optimizing the customer experience throughout the entire business lending journey. You analyze the needs of professional clients, identify pain points, and collaborate with multidisciplinary teams to develop innovative solutions that make the application and management process for business lending products simpler, faster, and more customer-friendly.

You will start within the Online Area as part of the Bank Guarantees team. In this role, you contribute to the design of new customer journeys and the enhancement and optimization of existing journeys, from concept and design through testing and implementation. You work closely with IT teams, Product Owners, and other stakeholders both within and outside the Tribe. You ensure that feedback from customers and colleagues is translated into concrete actions and consistently monitor the quality of service delivery.

Key Responsibilities

• Analyze and improve customer journeys within Business Lending.
• Translate business and customer needs into requirements and user stories.
• Collaborate with internal and external stakeholders to implement solutions.
• Monitor results and drive continuous improvement initiatives.
• Translate regulatory and compliance requirements into practical customer processes.
• Follow up on incidents, identify solutions, and implement improvements.
• Ensure full compliance with all internal risk policies and external regulatory requirements.

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.

Furthermore you bring:

• 3+ years of experience in a comparable role such as a Business Analyst, Customer Journey Expert, Product Owner, or Process Manager. Experience within the banking sector is considered an asset
• Strong affinity for digitalization, innovation, and working in Agile environments.
• Analytically strong, customer-focused, and possesses excellent communication skills.
• Fluent English; Dutch and/or French preferred.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that! Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions or want to apply directly?
Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!