Senior Customer Journey Expert & Squad Master – Commerce & Digital Transformation – Consumer Loans

Senior Customer Journey Expert & Squad Master

Commerce & Digital Transformation – Consumer Loans

Technical data function

Work location : Brussels
Possibility of 50% work from home on the basis of a team agreement
Work schedule : 100%
Sensitive Function : No
PCP Function : No

Your role & work environment

The Consumer Loans team at ING BE has set high ambitions for 2024. First, we aim to transform the product and the process to become the first fully digital product of Retail BE, at a high customer satisfaction level while reaching a stellar 50% straight-through-processing rate via automation initiatives. Second, we aim to double our sales for the highest ROE product, being convenience loans, which will require competitive marketing as well as a frictionless online journey and a sharp credit decisioning processes, including introducing predefined limits. Third, we support the ambitious commercial growth ambitions for Credit Cards, by leveraging on synergies with Consumer Loans.

As part of the Tribe Consumer Loans, you will be the Squad Master of the team responsible for all ING products within the personal lending space, excluding mortgages. You and your team will operate in the central cockpit of Consumer Loans, on daily basis finetuning all potential commercial levers (value proposition, campaigning, pricing, underwriting, operations, etc) as well as defining strategic change projects on longer term (sustainability, point of sales lending, buy now pay later, etc). You’ll collaborate on this with the many partners in our end-to-end value chain, from application to disbursement. If you have experience on product management, a passion for digitization and the ambition to drive strategic change for a core banking product? Then by putting the three together you would fit perfectly as our future colleague at Consumer Loans.

Your key responsibilities

For the role of Squad Master and the function of Customer Journey expert, we expect you to:

·       Gain a profound understanding of the market and our customers’ needs.

·       Proactively contribute and take responsibility to ensure the Tribe reaches its business goals by voicing your ideas, bringing solutions and challenging the status quo when needed.

·       Take ownership and responsibility for the end-to-end execution of projects: challenging, supporting and steering your own squad and fellow delivery squads, as well as stakeholders across other tribes

·       Design the roadmap to optimize conversion throughout our end-to-end sales funnel, from digital enablers to credit policies to pricing to operations.

·       Translate customer experiences and business requirements into IT deliveries. Ensure correct follow-up of IT developments, and coordinate with various stakeholders both inside and outside the Tribe Consumer Loans.

·       Determine and set-out areas for improvement based on process and data analysis.

·       Understand and apply business principles and external regulation.

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 Squad Master and 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

·       An entrepreneurial attitude

·       Clear communication skills: written and oral

·       A data-driven approach towards steering actions

·       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.

·       A structured approach towards deliveries

·       Problem solving kills, with a strong analytical reasoning

·       Fluency in English (Knowledge of Dutch or French is a plus)

·       A University degree at Master level

·       2 to 5 years of work experience in product management or a similar role is preferred.  However, we are interested in talent above all, and we are open to candidates with different levels of experience.

·       1 to 3 years of work experience as a Squad Master is preferred

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 fast-paced change projects, 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, with great team spirit