Customer Journey Expert for Consumer Lending

We are looking for a Customer Journey Expert (CJE) with affinity and knowledge of Consumer Lending. Are you a communicative personality with an analytical mind? Do you like achieving results with your squad? Then read on!

In this role you will be working at the Consumer Loans & Insurance Tribe within ING, an ambitious department responsible for the (unsecured) consumer lending offering of ING in The Netherlands. We aim to open up our consumer lending offering to non-ING customers (prospects), in order to grow our consumer lending business by opening a new customer acquisition channel.

We are looking for a Customer Journey Expert who can strengthen our department. As CJE you create and realize the very best experience for our prospect customer. You make it possible for prospects to apply for a loan at ING easily, quickly, and efficiently, and without having to open a current account at ING!

What you are going to do

You are – together with you squad – responsible for making our ‘’New-to-Bank’’ project a success, opening up our consumer lending offering for prospects (non-ING customers).

Your work will consist of (amongst others):

• Leading the development squad; providing them with a full backlog of development stories
• Managing dependencies with other departments within ING
• Optimizing the loan apply flow for non-ING customers
• Creating a test strategy to test our loan apply flow (end-2-end)
• End-2-end project management
• Alignment with risk parties (risk journeys)
• Improving conversion rates in the loan apply flow (after go-live)

How to be successful

We hire smart people like you for your potential! Our biggest expectation is that you are curious, eager to learn, and take responsibility. In return we will support you to further develop yourself.

What we expect:

• You have a can-do attitude
• You enjoy experimenting with new things
• You are result driven and have a commercial and creative mind
• You are client centric
• You are eager to transform data into actions
• You have experience in developing digital customer experiences
• You have a (finished) bachelor or university degree
• You have at least 2 to 3 years of relevant work experience
• Hybrid way of working (1 to 2 days at the office, but flexible)

What we offer

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
• 24-27 vacation days depending on contract 
• Pension scheme 
• 13th month salary 
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 
• 8% Holiday payment 
• Personal growth and challenging work with endless possibilities 
• An informal working environment with innovative colleagues 
• Work Agile, so new ideas come to life faster 
• Hybrid working location, with the office located in Amsterdam

Interested?

Apply directly online. Send your CV and motivation. We look forward to your application.

Procedure and closing date

The closing date for this vacancy is March 2, 2025. After this date, we will carefully consider applications and make a selection. Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interview.

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 work.