Product Mgr - CJE Consumer Loans

As (Senior) Product Manager / Customer Journey Expert, you and your team will manage the configuration of our consumer lending products and their end-to-end customer journeys, from application through to disbursement and ongoing servicing. You will take ownership of both the product offering and the sales journey across our different channels. In so doing, you will collaborate with various stakeholders such as pricing, financial and non-financial risk, operations, IT and sales.

As part of the Tribe Consumer Loans, you will be part of a team responsible for all ING products within the area of personal loans and credit lines for Belgium.

You will work in our squad “Loanbusters”, responsible for our current loan application journey, loan In-Life-Mgt journey as well as launching of new credit products and/or features. As well as in collaboration with credit risk and credit fraud teams, re-assess and optimize our credit acceptation policy and controls
in response to changes in the market, regulatory environment and with the bank’s risk appetite.
We are looking for a (senior) CJE with affinity with the business model of credit products (weighing margin versus credit risk appetite), competitive credit landscape (identify new product opportunities) and IT implementation. Someone who can take an E2E ownership from initial business idea and solution design through implementation and post-launch optimization in the consumer loans landscape.

Your key responsibilities

The role of a Customer Journey Expert is a broad role in which product management, stakeholder management and project/IT implementation come together.

In that capacity, we expect you to:

• Analyse the Consumer Loans revenue and cost model and identify opportunities to optimize the balance between margin and credit-risk costs.
• Translate the product vision into clear, testable, and implementable business requirements.
• Act as a bridge between business and IT, providing clarity on desired outcomes and validating delivered solutions.
• Take end-to-end ownership of lending products and customer journeys, covering functionality, technology, customer experience, controls, and operational readiness.
• Define and maintain a clear capability vision and delivery priorities with your squad.
• Partner with IT engineers and architects to design scalable and sustainable solutions.
• Work effectively in a self-steering and cross-border team with colleagues from different areas of expertise.
• Collaborate across teams to deliver the Tribe’s strategic objectives.
• Apply relevant business principles, internal policies, and external regulations when designing products and journeys.
• Collect and analyse customer, product, and process data to identify opportunities for improvement.
• Lead clear and structured communication about new products and features to all relevant stakeholders.
• Manage complex initiatives through the required IT, security, operational-risk, and non-financial-risk processes.
• Coordinate the business response to product and customer-journey incidents and help implement sustainable solutions.

What you bring

• At least five years of relevant professional experience in product management, customer-journey management, business analysis, financial services, or a related field.
• A bachelor’s or master’s degree, or equivalent relevant professional experience.
• Strong analytical and problem-solving skills.
• Proven planning, organizational, and project-management capabilities.
• The ability to translate business needs into clear requirements and concrete deliverables.
• Experience working with IT engineers on the implementation of digital products or customer journeys.
• Strong stakeholder-management and collaboration skills.
• Clear written and verbal communication.
• Customer focus and an interest in innovation and market developments.
• Fluency in English.

What would be an advantage

• Knowledge of consumer lending or credit-risk management
• Experience with Pega and/or Java-based environments
• Experience in pricing, finance, credit risk, or product management
• Knowledge of Dutch and/or French

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 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