Digital Customer Journey Expert – Consumer Loans

Digital Customer Journey Expert – Consumer Loans

[Belgium, full time]

Your role & work environment

As (Senior) Customer Journey Expert, you are together with the team responsible for the end-to-end customer journeys. Taking ownership of the end-to-end customer experience for consumer loans, from application to disbursement. This involves managing both the process as well as the product and the use thereof in our various channels. In so doing, you will collaborate with various stakeholders such as financial and non-financial risk, operations, and sales. Through your expertise of the product management and your affinity with IT, you know exactly how to anticipate the needs of the customer to provide a seamless customer experience and journey.

As part of the Tribe Consumer Loans, you will be part of a team responsible for all ING products within the area of personal loans and overdrafts for Belgium. You will work in our frontend squad \"CX Compass\", responsible for our current application journey and as main upcoming challenges to continuously improve and remove frictions on our existing client application flow and finalize building a New-To-Bank onboarding flow for Consumer Loans as to help reach Retail's client acquisition growth. These key projects should help transform Consumer Loans from a cross-sell product to an acquisition product. We are looking for a (senior) CJE with IT affinity to implement these critical projects.

Your key responsibilities

The role of a Customer Journey Expert is a broad role in which product management and IT come together. We are looking for a Customer Journey Expert with a focus on broadening our New-To-Bank Lending capabilities.  

In that capacity, we expect you to:

• Contribute to translating our vision into clear and implementable requirements. Be the bridge between business & IT: provide clear requirements to developers on what needs to happen and test the required features.
• Take ownership of the E2E Instant lending customer journey with an entrepreneurial mindset, which means together with your team, you are accountable for the capability vision, including functionality, technology and user experience.
• Work in a self-steering, cross-border team with colleagues having different expertise
• Work in close collaboration with IT teams, IT architects and IT engineers
• Collaborate with different stakeholders and colleagues in other teams to achieve our strategic objectives
• Understand and apply business principles and external regulation, collect and analyse information and data about customer needs.
• Ensure clear, structured and complete communication of new features to relevant stakeholders
• Demonstrate strong project management skills and navigate with ease through all IT and non-financial risk processes required for such projects
• Help in the resolution of incidents

We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey Expert, you will also need:

• An open mindset for innovations and new trends in the market
• Customer centricity and ability to collaborate with different people
• Entrepreneurial attitude
• Proven planning & organizational skills
• Clear communication skills: written and oral
• Ability to work in an autonomous way and to take initiative
• To make things happen thanks to your 'can-do' attitude and autonomy, with diligent respect for the (risk) processes.
• Structured approach towards deliveries
• Problem solving
• Proven experience working with IT engineers (Pega and/or Java)
• Knowledge of lending products/services is considered as a plus
• Fluency in English (Knowledge of Dutch or French is a plus)
• Bachelor's or Master's degree with at least 5 years relevant work experience

We offer you 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within the Tribe Consumer Loans, you can count on a range of opportunities to invest in your personal and professional growth with:

• Continuous improvement of your craftsmanship through trainings, knowledge sharing and coaching.
• Being part of a team that is responsible for a key product to realise ING's commercial objectives with challenging projects.
• Being part of a young and dynamic tribe