Customer Journey Expert – Business Lending – Covers

Job title:

Customer Journey Expert – Business Lending – Covers

Company:

ING

Job description

At ING, appreciation and support for our employees comes before seeking external talent. If you think this vacancy is the right next step in your ING career, we encourage you to apply.Customer Journey Expert / Product- & Process ManagerWe call the role of Product & Process Manager: Customer Journey Expert (CJE).As CJE, you are responsible for an optimal ‘customer journey’ for our Business Lending clients, both on our website, in the app, in one of our branches and even at our clients’ premises.Our customer service is based on five principles: Realizing Ambitions, Predictable & Fast, Digital & Personal, Clear Language and Everything Simple. We unburden and surprise our business clients! As a Customer Journey Expert, you are key to this ambition for the business client.The teamYou will be part of a team (squad). Within this squad you will be working on highly diverse topics with a high degree of freedom of action. Every day is different and therefore your ownership is required to resolve all challenges in a timely manner.Roles and responsibilitiesAs a CJE at squad Trinity you are responsible for the collateral and rental agreements processes within tribe Business Lending. This is a vital process within the complete business journey since our risk models are dependent on this collateral data to correctly determine the Loss Given Default (LGD) of our clients. What makes this job particularly challenging is that we are in the middle of a large system migration where you will be responsible for the introduction and implementation of the front-end component that will replace a complex legacy system. We are looking for a driven professional that will lead this migration that stretches over multiple squads within Tribe Business Lending.Examples of responsibilities and what you will do in this job;

• As a CJE at squad Trinity you are responsible for IT delivery; you manage the backlog items, make user stories, organize the sprints with the developers, and steer on delivery in time and with the right quality. You work closely with the (pega) engineers;
• You serve as an important link between all the stakeholders and the development team. Making sure the right priorities are set and deadlines are met. You communicate clearly on what is being worked on and what’s not;
• Designing and developing end-to-end digital journeys;
• Data is key to be in control of our journeys and create value for our customers;
• Revamping our IT landscape in collaboration with IT architects and developers.

A big challenge? It certainly is! That is precisely why we are expanding. You are going to make the difference for the Business Lending clients!Why should you become a Customer Journey Expert at Tribe Business Lending?You are going to make the difference for the Business Lending clients!Tribe Business Lending has a full roadmap for the coming years! We are working hard to align our processes and proposition with the brand-new service model for our Business Lending clients in the Netherlands. We are also working hard to build our dream journeys in the target system landscape so that our colleagues can help our clients even better. At the same time, we are working on eliminating old systems and applications that no longer meet today’s requirements. Finally, we notice enhanced pressure from legislation and regulations that we must secure in our processes.How do we do it?Together with your end-to-end squad, you are responsible for customer journeys and the associated applications and processes. In this role, your knowledge of Product Management will grow, and you will gain experience in implementing IT changes and process improvements. You will work intensively with the engineers in your squad. With the Cross-border Service Tribe Business Lending, you ensure that there is a great digital proposition for Business Lending in the Dutch market.Your work environmentING operates entirely on the basis of the Agile philosophy. You will work with different expertise in self-managing multidisciplinary teams (squads). With several squads in the Netherlands, Romania, The Philippines, and India you form the Tribe Business Lending.As a Customer Journey Expert, you will also work closely together with stakeholders such as Sales, Customer Loyalty Teams (Operations), and Credit Risk Management. These stakeholders are in the different client segments. You work on the applications of Business Lending for which digitalization, scalability and user friendliness are essential for both the client and ING colleagues. You are working on the future of Business Lending in which you develop digital, customer-driven processes in new workflow systems. You will do this from a Minimum Viable Product perspective and help others in the team to be successful by coaching them. In addition, you will be busy solving internal problems and helping to implement policies within the financial sector. Finally, you work closely with the users of the systems, answering user and technical questions and providing documentation.This is you!You have an enthusiastic and proactive attitude; you want to make an impact and see results. You are curious, have a hands-on mentality and are eager to learn. In addition, you enjoy working in an international team and like a challenge. You have a passion for client improvement and digitalization within the financial sector.But what does that mean concretely?

• You have several years of relevant work experience; for example as a product owner or other roles where you have worked directly with developers;
• University or master’s degree;
• You are a strong communicator, with an excellent command of the Dutch and English languages;
• A financial background and knowledge of Business Lending is an advantage;
• Having worked with collateral, covers, and the LGD models prior is an advantage;
• Background in sales and relationship management and knowledge of related processes, products and systems is an advantage;
• You are flexible, enthusiastic, binding and you have a service and client-oriented attitude;
• You have a hands-on mentality, are a team player and are result oriented;
• You work accurately, are highly organized and deliver high-quality work.

Rewards and benefitsWe 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 atThe 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
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About usWith 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. Apply today.Questions?Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please 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.

Expected salary

Location

Amsterdam, Noord-Holland

Job date

Thu, 21 Mar 2024 02:30:47 GMT

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