Customer Journey Expert - Universal III

Introduction

Do you want to make a difference for ING’s mortgage customers and work with your squad to create the best digital customer journeys? Within ING Mortgages, we are looking for an experienced Customer Journey Expert, also known as a Business Analyst, to help improve and digitalise our services for existing mortgage customers.

The team

You will join the Inlife Management product group within Mortgages NL. This product group is responsible for the services we provide to customers throughout the lifetime of their mortgage, which can span up to 30 years.

Mortgages is one of the largest tribes within ING Retail, with 60 agile teams in Amsterdam, Leeuwarden and abroad. Together with other Customer Journey Experts and IT engineers, you will improve the customer and employee experience in line with ING’s customer experience principles: personal, easy and smart.

ING is working on a major migration programme to ensure that its mortgage processes and IT systems are ready for the future. This provides an opportunity to make a significant step forward in our services.

Roles and responsibilities

As a Customer Journey Expert, you create simple, digital and personalised journeys for our mortgage customers. Your responsibilities include:

- Improve customer journeys related to interest rate changes, additional mortgage repayments, construction deposits and releasing a debtor from a mortgage deed following divorce or death
- Analyse the needs of customers, mortgage advisors and employees and translate these into concrete solutions
- Translate relevant laws and regulations into workable processes and customer journeys
- Identify opportunities to make mortgage processes simpler, more effective and more digital
- Take ownership from initial design through to implementation
- Develop test plans and conduct functional testing
- Connect different perspectives and interests across complex issues
- Work closely with Customer Journey Experts, IT engineers and other internal and external stakeholders
- Monitor relevant market developments, competitors and stakeholders
- Contribute to developing and optimising ING’s mortgage products and services

How to succeed

We hire smart people like you for your potential. Our greatest expectation is that you remain curious. Keep learning. Take responsibility. In return, we will support you in becoming an even better version of yourself.

- You have at least five years of experience as a Business Analyst or Customer Journey Expert
- You have demonstrable knowledge of mortgages and understand the complexity of the product
- You have strong stakeholder and project management skills and can navigate different interests
- You take responsibility from start to finish, from design through to implementation
- You combine attention to detail with a clear view of the bigger picture
- You have experience drafting test plans and conducting functional tests
- You have completed a Bachelor’s or Master’s degree
- You have an excellent command of Dutch and English
- You work in a data-driven way and consistently put the customer first
- Experience with back-office processes, linked insurance products, construction deposits or Stater is an advantage

Rewards and benefits

We want to make it possible for you to strike the right balance between your career and private life. This position offers:

- A 36-hour working week
- Hybrid working, partly from our office in Amsterdam
- A gross monthly salary between €4,757.84 and €7,721.91, based on salary scale 10 and excluding holiday allowance and the 13th-month payment
- Opportunities to develop your expertise and skills
- 25 to 28 vacation days
- A pension scheme
- An 8% holiday payment

Find out more about our employment conditions

About us

With more than 600,000 customers, ING is one of the largest mortgage providers in the Netherlands. Within Mortgages NL, we aim to become the best mobile-led, sustainable mortgage bank on the continent. We want to make the mortgage process a personal, easy, fast and integrated part of buying and owning a home.

At ING, we embrace hybrid working and offer an informal and innovative environment in which collaboration, customer focus and continuous development are central.

Discover what we do and what we can offer you

Questions

Does this role sound like a good match? Apply by submitting your CV and motivation letter. If you have questions about the position or the recruitment process, please contact HR Recruitment.

Frequently Asked Questions