Customer Journey Expert – Operational Excellence - Tribe Home

ING Belgium; Brussel; Presencial; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Informal work environment

Agile culture

Diverse team

Descripción de la vacante

ING Belgium is seeking a Customer Journey Expert within the CJE Squad “Operational Excellence” to improve the mortgage journey and related processes, ensuring seamless customer experiences and reliable tools for home advisors and CLT-members.

You will own end‑to‑end roadmaps, translate business needs into well defined IT deliverables, and collaborate across IT and business to deliver projects with impact.

Formación

• Fluency in English and Dutch or French.
• 3 to 5 years of relevant professional experience.
• Bachelor’s or Master’s degree in a related field.

Responsabilidades

• Design end‑to‑end customer journeys and solutions for Lead‑2‑Cash and Customer‑In‑Life.
• Translate business needs into clear IT deliverables and guide development.
• Own the roadmap end‑to‑end, including analysis, testing and stakeholder management.
• Collaborate with IT and business to ensure usable, efficient tooling for employees and customers.

Conocimientos

Stakeholder management

IT architecture awareness

Business analysis

Agile methodologies

Project management

Communication skills

Customer-centric mindset

Cross-functional collaboration

Ownership & initiative

Language: English

Educación

Bachelor's or Master’s degree

Descripción del empleo

[Belgium, full time]

Your role & work environment: CJE Squad “Operational Excellence”

You will take on the role of

This Domain Consists Of Two Squads

• Resilience & (NB) Platform — the squad that enables employee satisfaction by providing reliable, stable and future‑proof tooling and journeys.
• Operational Excellence — the squad that designs and builds the mortgage journey of the future, leveraging smart automation and digitalisation to remove friction and create effortless experiences.

As a Customer Journey Expert, you improve — together with your IT colleagues — the Lead 2 Cash and In Life journeys. You are the guardian of the customer experience: you design solutions that create a top‑tier, seamless journey for our customers, while ensuring our employees (home advisors and CLT-members) can rely on robust, efficient and user‑friendly tools to support them.

You are end‑responsible for analysing, testing and delivering the projects within your scope.

Together with your Squad Master and Product Lead, you define the squad’s roadmap for the running quarter and the next two quarters, ensuring a continuous and well‑prepared pipeline for both IT development and business analysis. You maintain close alignment with your fellow CJE across the tribe to guarantee consistency and cross‑journey coherence.

Your Key Responsibilities

As a Customer Journey Expert

• You design end‑to‑end solutions and customer journeys that bring the dream home experience to life — seamlessly supporting both the Lead‑2‑Cash process and Customer‑In‑Life management.
• You translate business needs into clear, actionable requirements and shape them into well‑defined IT deliverables that guide development with precision.
• You ensure an excellent and reliable employee and customer experience, continuously balancing usability, operational efficiency and commercial impact.
• You take full end‑to‑end ownership of your roadmap — from initial design through implementation — including business and functional analysis, testing, and stakeholder management.

We Look For

You are a colleague with a natural talent for taking it on and making it happen — someone who brings energy, ownership and initiative to every challenge. You help others succeed, stay a step ahead, and consistently turn fresh ideas into meaningful impact. You thrive in a fast‑moving, complex environment where curiosity, adaptability and collaboration are essential. You listen actively, invest in others, challenge the status quo, and propose creative, well‑reasoned solutions that move the organisation forward.

More Specifically, You Bring

• Proven experience in stakeholder management, with the ability to persuade, align, and secure commitment across diverse audiences.
• Strong affinity with IT architecture and feature‑level solution design, ensuring business requirements translate into robust and scalable delivery.
• Demonstrated experience in translating business requirements into functional analyses, delivering clear documentation to enable effective development execution.
• Proven track record in delivering new IT platforms within a modular architectural landscape.
• Experience with automation techniques, including AI-driven solutions, is considered a strong asset.
• Solid command of Agile ways of working, consistently applying Agile principles in day‑to‑day activities.
• Customer‑, sales‑, and employee‑centric mindset, thriving in cross‑functional collaboration environments.
• Strong project management capabilities, with the ability to steer complex initiatives end‑to‑end.
• Solution‑oriented mindset, relentlessly focused on achieving the best outcome, including thinking beyond conventional approaches.
• Excellent communication skills, both written and verbal.
• High level of ownership and drive, with the ambition to create tangible impact for customers and employees.
• Courage to speak up, challenge assumptions, and bring clarity to complex situations.
• Fluency in English and either Dutch or French.
• Bachelor’s or Master’s degree, complemented by 3 to 5 years of relevant professional experience.

We offer you

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

• The possibility to actively steer the digitalization of customer and employee facing journeys
• An informal, dynamic environment with innovative colleagues supporting your endeavors
• A progressive and agile way of working, where new ideas are valued ahead of convention
• A well‑functioning multi‑cultural team with a good team spirit

Furthermore, Within Tribe Home & Collections, You Can Count On a Range Of Opportunities To Invest In Your Personal And Professional Growth With

• High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter
• We actively support your ambitions beyond your role (OHI-ambassadors, CX-ambassadors, Fun Squad members, …)
• Direct impact on the everyday happiness of our customers – Reducing friction & boosting guidance by making the journey intuitively and accessible for all
• Variety & complexity: from working with IT to developing new products, from digital customer experience to safety & compliance
• Culture of transparency & inclusiveness: we may not be able to guarantee the future, but we share every step of the way