IntroductionDo you want to build the best digital experience for mortgage customers?
How often does it happen that in one of the coolest teams within ING Mortgages not one, but two positions become available? Because two Customer Journey Experts are getting great development opportunities, we are looking for new colleagues for squad Selfies within In Life Experience of ING Mortgages.
The teamOur customers deal daily with changing personal and economic circumstances that impact their financial situation. At ING Mortgages, we not only help customers at the front end with financing their ideal home, we also want to be there for our customers during the lifetime of their mortgage.
Within squad Selfies you work on mortgage journeys that customers go through themselves or with limited guidance during the lifetime of their mortgage. Think of a regular interest rate change, an interim interest rate adjustment, or other moments when customers need insight, clarity and convenience.
Together with your team you are responsible for process ownership of various journeys, customer experience and the online experience in MijnING and the ING app. You join at an interesting moment. We have carried out extensive customer research. The ambitious direction for our online experience has been set. You help to further shape that direction and translate it into concrete improvements.
Roles and responsibilitiesIn this role you will:
- improve journeys that customers go through independently or with limited guidance
- translate customer feedback, complaints and research into concrete improvements
- optimize the online experience in Mijn ING and the ING app
- realize ambitious plans for personalization and contextualization of the mortgage overview
- contribute to personalization and contextualization of the mortgage overview
- collaborate with business, IT, UX, risk and operations
- draft requirements and process choices
- safeguard the balance between customer value, risk and feasibility
How to succeedWe 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 more awesome version of yourself.
- You are strong in customer-focused thinking and use feedback and data to guide decisions
- You are analytical and sharp
- You easily switch between different stakeholders
- You are proactive and take ownership independently
- You get energy from improving and delivering
- You have experience as a Customer Journey Expert, product manager, business analyst or similar
- You have experience with digital journeys or process improvement
- You work in a data-driven way
- You have strong communication skills in Dutch and English
- You have HBO or WO level education (affinity with mortgages is a plus)
Rewards and benefitsThe benefits of working with us at ING include:
- 25-28 vacation days depending on contract
- Pension scheme
- 13th month salary
- 8% Holiday payment
- Hybrid working
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
About usWorking at ING means working in a very dynamic and innovative environment, where the ambition is to be and remain a front runner in international banking.
As a Customer Journey Expert you work in a team we call a Squad. In addition, you are part of a Product, a team with colleagues who share the same goals. We work Agile. This way of working gives you a lot of space to fully use your knowledge and experience and to bring out the best in yourself every day. You will work within the Tribe Mortgages NL in Amsterdam.
QuestionsWant to know more or apply? Do you recognize yourself in this profile? Apply now.
If you have questions about this role, you can contact HR Recruitment.
