Squad Master & Customer Journey Expert Current Accounts

Squad Master & Customer Journey Expert Current Accounts within Daily Banking & Client First (Private Individuals)

Possibility to work from home based on team agreements (50%)

A day in the life of a Squad Master & Customer Journey Expert of Current Accounts

Our mission is to become the become the most recommended mobile-led bank in Belgium, one which makes banking simple and drives financial progress. We are passionate about using technology to make banking frictionless and to become the undisputed number 1 in mobile Daily Banking.

Are you ready to lead the charge in transforming everyday banking into something exceptional? Do you thrive at the crossroads of innovation, customer experience and strategic value? If so, join us as Squad Master/Customer Journey Expert, where we are not just managing accounts, we are shaping the future of banking. Your squad will be at the helm of reinventing our current account packs, a flagship project that is redefining how we create value for our customers and for the bank. Think of it as the sweet spot where customer experience, market differentiation and recurrent fee income meet, and you will be steering the ship. You oversee sprints, align the work across the whole chain and inspires individuals and teams creating lasting synergy.

• You drive and coordinate the delivery of the squad’s backlog, ensuring alignment with business priorities and customer needs

• You shape and deliver the new generation of account packs, turning insights into concrete value propositions that attract and retain customers

• You translate customer and market insights into journey improvements and smart product features

• You ensure the squad delivers end-to-end on its mission: from idea to delivery, and from adoption to continuous improvement

• You are the go-to person for everything related to the current account journey – from pricing logic to day-to-day usage.

We bring people on board for their potential. What we value most is your continued curiosity. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Customer-Centric Vision : you see journeys, not just accounts. You have a sharp intuition for what customers value – and the skills to translate that into seamless, intuitive experiences

• Strategic Thinker with business impact: you are not just here to make things better – you make things matter. You know how to link customer love with commercial results (think fee income, differentiation and engagement)

• Agile Master: you live and breathe Agile ways of working, you can guide a squad with purpose, rhythm, and accountability – ensuring everyone’s aligned and delivering maximum impact.

• Data-Led Decision making: you combine customer insights, behavioural data and business KPI’s to shape smarter journeys and prioritize as a pro

• Delivery focused: you have a bias for action. You break down big ambitions into concrete outcomes and keep momentum high – from concept to go-live to scale-up

• Innovation-driven mindset: you challenge the status quo with purpose. You re-imagine what’s possible and then make it real

• Clear & Impactful communicator: you simplify complexity and tell a compelling story, whether you are aligning stakeholders, inspiring your squad members or pitching new ideas to leadership.

• A very good knowledge of English is required, along with a good working knowledge of either Dutch or French

• Proactive driver: you don’t wait for things to happen, you make them happen. You anticipate roadblocks, act fast, and always look one step ahead to keep momentum high

• A solid understanding of the daily banking landscape is a definite plus.

What sets this role apart?

• High-impact, high visibility position with direct influence on one of our core private individuals products that is connected to all other products and services

• Work on a flagship project, with group-wide attention

• The unique chance to blend customer delight with business strategy

• Work together with a dynamic team

The team

At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to the society and the world we live in. The tribe Daily Banking & Client First is at the heart of these ambitions.

The Current Accounts squad consists of 6 CJE’s. A dynamic, cross functional squad at the core of the bank’s daily banking proposition. The team combines customer insights, product strategy, journey design and commercial thinking to create experiences that customers truly use, love and stay for.

We work in close alignment with Risk, Compliance and Legal to ensure our journeys are not only innovative – but also fully compliant and future proof.  We work hand-in-hand together with our delivery teams – to bring ideas to life – ensuring a strong connection between vision and execution.