Customer Journey Expert REF

Customer Journey Expert - Real Estate Finance NL

We are looking for a Customer Journey Expert (CJE) for Real Estate Finance (REF) Delivery to work on the digital real estate propositions for both Mid Corp and SME segments within ING Business Banking NL. As the #1 choice for real estate investors we change Real Estate for the better of the world, our clients and ING. Our strategy is to finance Real Estate, be innovative and accelerate sustainability.

You will join our multi-multidisciplinary squads (bus-dev-ops) and you will play a crucial role in shaping and building the client journeys and core processes of REF. In your role as CJE you translate the needs of clients, sales & front office and operations (circles) to clear concepts, designs and requirements that improve our services.

Role and responsibilities 

As a Customer Journey Expert you hold good balance in thinking and doing. You have a passion for digitizing business processes and customer journeys.

Affinity with Real Estate financing, and/or lending is a plus because you translate business demands into strong customer/client journeys, workflow designs, business logic and (IT) requirements. You take ownership in complex questions that require a good balance between an optimal solution and the required (IT) investment. As a result of your considerations, you give the development team a head start.

Together with your (multidisciplinary) squad you are responsible for realizing your squads mission. You keep your expertise from the real estate target group continuously up to date and proactively share your knowledge with your colleagues. You take initiative and operate independently, but you find good cooperation and joint realization of the objectives is at least as important. You:

• Have vision and understanding about designing customer and employee journeys / internal processes

• Know what it takes to get things done in a complex business and IT landscape

• Work together with business & IT squads to realize our ambitions

• Deliver clear business requirements to the development team

• Have experience and understanding about the agile way of working

• Manage your stakeholder environment

• Are 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.

• Be self-organizing and responsible for the quality of the increment

We are looking for

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 have:

• Fluent in Dutch and English (verbal and written), C2 level

• At least >3 years of relevant work experience

• HBO or Master's degree

• Expertise in creating an extraordinary customer / employee experience as well as developing, testing and scaling digital solutions

• Strong affinity and experience with Agile working

• Demonstrable experience in communication with groups (customers, employees)

• Affinity with the Professional Real Estate market a/o lending

• Excellent social skills

• Experience with IT processes, can distinguish between the different roles and estimate high level requirements

• An inquisitive attitude and real go-getter mentality

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 – job scale 10

• 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!