Senior Customer Journey Expert | Mortgage applications

ING is one of the leading players in the Dutch mortgage market. We are proud of that. And we want to keep it that way. Are you ready to join our team to shape that ambition?

The team | The tribe

As a Senior Customer Journey Expert within the Originations Area - mortgage applications - in the Tribe Mortgages NL, you will collaborate with your colleagues to improve the service for our customers and intermediaries. You work partly in the office and partly from home. We work according to the Agile principles. This way of working gives you the opportunity to fully utilize your knowledge and experience and strive to bring out the best in yourself every day. You are part of the Tribe Mortgages NL.

Roles and responsibilities

As a Senior Customer Journey Expert, you create ultimate simple and personalized journeys for our (internal) customers. Of course, you don't do this alone. You work together with an international team. A team comprised of skilled and driven experts who, like you, strive for the best outcomes for our customers and achieve them. You base your work on facts, paying attention to operational risks, costs, benefits, and engaging in dialogue with our IT engineers.

You have relevant experience in the mortgage market and understand the dynamics of digitization in this sector. The product you will be working on plays a significant role in the intermediary chain in terms of CRM and data management. You are someone who can easily switch between processes and IT and truly oversee a chain. You have experience in digitizing/modeling customer journeys, leading to concrete features or deliverables. Additionally, you are capable of effectively involving your stakeholders, users, and customers. Does this match your profile perfectly and energize you? Then this might be your ideal new job!

The role and responsibilities:

• You have experience in digitizing and improving customer journeys, translating ideas into innovative solutions
• You excel in setting up new concepts, experimenting with them, and determining their success (based on PACE)
• You communicate carefully, sharply, anticipatively, and with sensitivity with our important (internal/external) stakeholders
• You have an overview of the IT landscape and the role of your product within it
• You have affinity with IT and Agile working methods
• You understand the functional operation of your product and can discuss it with end-users and the development team

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even better version of yourself. You are decisive, results-oriented, and unafraid to do things differently. You excel in communicating with various internal and external stakeholders.

Furthermore, you:

• Have a Bachelor or Master's degree, supplemented with at least three years of relevant work experience in the mortgage market and in a (complex) Agile work environment
• Are self-starting and have execution power
• Are analytically strong and data-driven
• Can distinguish between essentials and non-essentials
• Possess excellent stakeholder management skills
• Have current residency in the Netherlands and are fluent in the Dutch and English language (C1/C2)
• Enjoy working together within a motivated and ambitious team

Rewards & benefits  

We 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 here.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

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.

About us 

With 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 and apply today!