Senior Customer Journey Expert | Mortgages

ING is one of the leading players in the Dutch mortgage market. We are proud of that! And we want to keep it that way. The intermediary channel plays a crucial role in our growth ambitions. Are you ready to join our team to shape that ambition?

Are you a customer journey expert with strong data affinity and IT-delivery experience?

You are someone who can easily switch between processes and IT and truly oversee a chain. You have a strong affinity with developing and optimizing customer journeys, processes, APIs and data. You have experience in digitizing/modelling customer journeys, leading to concrete features or deliverables. Additionally, you are capable of effectively involving your stakeholders, users, and customers. Does this match your profile perfectly and energize you? Then this might be your ideal new job!

We are looking for a technically skilled and journey-oriented specialist, willing to take ownership and contribute to improving the technical, data and employee experience for the Mortgage Intermediary Relations Application (MIRA). In addition you will responsible for improving customer journeys for in the intermediary processes on the Intermediary (IM) Portal, using ING’s CX way of working.

The team | The tribe

As a CJE within the Originations Area - Mortgage Applications - in the Tribe Wonen you will collaborate with your colleagues to improve the service for our customers and intermediaries and play an important role in ING’s transition to a data driven bank. You work partly in the office and partly from home. We work according to the agile principles. This way of working gives you the opportunity to fully utilize your knowledge and experience and strive to bring out the best in yourself every day.

Roles and responsibilities

You have relevant experience in the mortgage market and understand the dynamics of digitization in this sector. The product you will be working on plays a significant role in the intermediary channel in terms of third party and data management. As Customer Journey Expert (CJE) you drive the development of new functionalities for managing the data of ING’s intermediaries, ensuring it effectively supports our business processes and goals.

MIRA will be your first responsibility, but once you find your feet, the scope of your projects will expand to other journeys in the intermediary channel.

You are able to explore, valdidate, develop and implement solutions for pain points our brokers experience every day so that we will be able to maintain and build on our leading position in the market.

You work in an international, multi-disciplinary team. A team of skilled and driven experts who, like you, strive for the best outcomes for our customers and achieve them. You base your work on facts, paying attention to operational risks, costs, benefits, and engaging in dialogue with our IT engineers.

Role specific:

• Third Party Management: ownership and development of MIRA, including customization and configuration of the platform to meet business requirements and improve the customer journey experience.
• Business Support: provide technical/ business support for MIRA users, troubleshooting issues, and resolving them in a timely manner. Collaborate with IT teams to integrate your applications with other business applications.
• Improvements in the customer journeys of MIRA and the IM Portal: work with business stakeholders to understand their needs and translate them into solutions using the CX way of working. Identify and implement process improvements to enhance efficiency and effectiveness.
• Project Management: lead and participate, ensure projects are delivered on time and within budget. Coordinate with vendors and third-party service providers as needed.

General responsibilities:

• You have experience in digitizing and improving customer journeys, translating ideas into innovative solutions
• You excel in setting up new concepts, experimenting with them, and determining their success (based on PACE)
• You communicate carefully, sharply, anticipatively, and with sensitivity with our important (internal/external) stakeholders
• You have an overview of the IT landscape and the role of your product within it
• You have affinity with Data, IT and Agile working methods

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 better version of yourself. You are decisive, results-oriented, and unafraid to do things differently. You excel in communicating with various internal and external stakeholders.

Furthermore, you:

• Have a Bachelor or Master's degree, supplemented with at least three years of relevant work experience in the mortgage market and in a (complex) Agile work environment
• Are self-starting and have execution power
• Are analytically strong and data-driven
• Can distinguish between essentials and non-essentials
• Possess excellent stakeholder management skills
• Have current residency in the Netherlands and are fluent in the Dutch and English language (C1/C2)
• Enjoy working together within a motivated and ambitious team
• Are eager to develop your business- to-IT skills. You’ll play a crucial role in bridging the gap between technical solutions and our product goals
• Have experience in the CX Way of Working (PACE)
• Have experience in developing Api’s, with a understanding of CRM principles and best practices.
• Have a solid understanding of IT infrastructure, databases, and systems integration.
• Have the ability to work independently and as part of a team.

Preferred Skills

• Understanding of GDPR and data privacy regulations
• Experience with Third party data migration and integration tools.

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
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salar
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

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

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us 

With 60,000 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!