Customer Journey Expert – ComFin BE & NL

The factoring market is a rapidly growing market globally, enabled by the rise of new technologies. ING ComFin has started a transformation program to future-proof its IT landscape and enable further growth opportunities. Are you a hands on Customer Journey Expert / Business Analyst with experience in agile methodologies, project management, customer journey mapping and/or process redesign? Then we are looking for you!

ComFin in general

ING Commercial Finance is a European Market leader in debtor finance. It is active in the Netherlands, Belgium, Poland and Romania.

ComFin strategic plan: Factor10

ING ComFin has the ambition to sustain its growth and extend its portfolio to more digital channels serving SEM/Micro and SME clients in the existing ComFin markets in a scalable way. This includes renewal of its core IT platform, new product development, deeper integration in ING Business Banking customer- and employee journeys and redesigning ComFin towards digital operations.

Setup of Factor10 program organization

The strategic program organization consists of a transformation office to lead the program and several squads to setup the new platform, design, develop and launch new or redesigned products and processes and to integrate the ComFin systems seamlessly in the ING Business Banking IT-landscape. The goal is to grow market share in the SME segment by developing a standardized product offering (the ‘Guided ComFin proposition’). This role will be in the squad which has a focus to further structure the customer journey activities needed for the development of the Guided ComFin proposition, specifically for the Belgian market.

How to succeed

You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As a Customer Journey Expert, you:

· Possess strong analytical skills and take decisions based on data and facts.

· Can clearly identify and separate main and side issues.

· Are able to take on complex cases and translate them into workable change items, taking into account the whole mortgage chain.

· Define project principles, requirements and use process designs to visualize changes.

· Drive to make things happen.

About you

You have:

· A bachelor’s or master’s degree.

· Understanding of customer needs and the skills to bridge IT and business.

· A curious mindset for the underlying ComFin market, organization, and (IT) processes

· Relevant experience as business analyst, process/ business/ IT consultant and/or product manager in the banking or financial industry

· Solid interpersonal and collaborative skills to interact with different stakeholders.

· Are fluent in Dutch & English (verbally and written)

· Knowledge of the French language is preferred.

We offer.

· We want to make sure that it’s possible for you to strike the right balance between your career and your private life, and reward people with a generous benefits offer and employment conditions:

· A salary that fits your background and experience.

· Hybrid working location, with the office located in Brussels. You are expected to be available for occasional travel to Bunnik.

· Opportunities to grow your mastery and skills.

Convinced?

Does this sound like a match? Let’s get in touch! Please click apply and send us your CV & motivational letter.

Would you prefer further information first or an informal get-to-know? You can send an email to Ingrid.demol@ing.com

Apply