Customer Journey Expert - Product Management II

ing; Brussel; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

ING is seeking a Customer Journey Expert to design and optimize lending processes with a focus on user experience, regulatory alignment, and data integrity. You will translate strategies into concrete squad initiatives and liaise with developers to deliver IT solutions that fit business needs.

The role requires strong analytical skills, collaboration, and planning, with fluency in English and Dutch or French. A bachelor or master in a relevant field is preferred.

Qualifications

• Customer-driven approach and strong collaboration with cross-functional teams.
• Analytical mindset with ability to translate business needs into IT solutions.
• Familiarity with regulatory, data and risk requirements in banking.
• Ability to plan and organize work across squads while keeping stakeholders aligned.

Responsabilités

• Design processes that improve user experience while meeting regulatory, data and risk requirements.
• Translate bank and tribe strategy into concrete initiatives for your squad.
• Analyze feasibility and value of opportunities before pursuing them.
• Liaise with developers (Pega, Sharepoint, SNOW) to ensure IT solutions meet business needs.
• Collaborate across teams to improve ways of working and drive initiatives.
• Continuously evaluate and improve ways of working and delivery.
• Act as process expert in the business lending domain.

Connaissances

Customer focus

Collaboration

Analytical thinking

Planning & organizing

Stakeholder management

Formation

Bachelor or Master degree in relevant field

Outils

Pega Software

Sharepoint

SNOW

Description du poste

Customer Journey Expert

Tribe Business Lending

Location: Marnix / 50% work from home

Hiring Manager: Katell Lévénez

A day in the life of a Customer Journey Expert

• Designing processes that meet and improve user experience, taking into account regulatory, data and risk requirements
• Translating the bank and tribe strategy to concrete initiatives within the scope of your squad
• Analyzing the feasibility and the value of opportunities
• Liaising with developers (Pega Software, Sharepoint, SNOW) to ensure the business needs are well-understood and translated into the IT solution fitting the need.
• Actively participating and taking initiative to improve the collaboration between different stakeholders and colleagues in other teams
• Evaluating our way of working with the aim to continuously improve

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 more awesome version of yourself.

• To be customer driven and focused, loving to collaborate with different people and help improve collaboration thanks to your understanding of the interactions in groups
• An entrepreneurial attitude - taking initiative and making things happen, manage and solve problems sharply at your own level, help people to do so, escape when needed
• To act as process expert in the business lending domain
• To be innovative by challenging existing trends and consider new developments in the market, convince people to adopt them and take the team with you
• Strong affinity with data and good analytical skills, previous experience with data management/analysis is a plus
• Planning & organizational skills
• Clear communication skills: written and oral, be able to adapt your speech to the various audiences, create impact on your audience
• Knowledge of business lending products/services is recommended
• Fluent in English and Dutch or French
• Master degree or Bachelor degree with relevant work experience

As a Customer Journey Expert, you will have the opportunity to:

• Work on your personal growth & create endless opportunities to realize your ambitions
• Be active in an informal, dynamic environment with innovative colleagues supporting your endeavours'
• Enjoy a progressive and agile way of working, where new ideas are valued ahead of convention.
• To have the autonomy to organize your work in a flexible way that suits best for you while ensuring business continuity, customer service and employee wellbeing.
• To develop your skills by participating in courses and trainings
• To participate in challenging projects & follow a steep learning curve.

The team

Within the Tribe Business Lending, you would be active in the Customized & Fast Track Lending Lending squad where you will contribute to:

• the maintenance, improvement and scope extension of the Customized and Fast Track Lending Management flows built in Blend
• the creation of re-usable components throughout the Lending journeys
• the analysis of various projects aiming at increasing efficiency by higher automation, revision of actors's role and responsibilities, reduction of throughput times

All of these to support our stakeholders in the realization of their ambitions.

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member, or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.

Max Function class position is set on 16 but could be adapted based on your experience/seniority.