Customer Journey Expert | Business Lending | Credit Monitoring & Problem Loan Management

Lending keeps businesses moving. But granting a loan is not enough, we need to make sure customers can and will pay it back. That is where our team Credit Monitoring & Problem Loan Management (CMPLM) comes in.

Our mission? Help customers stay financially healthy while ensuring ING stays in control of credit and sustainability risk. We design journeys (PEGA workflow) through which our Front Office and Risk colleagues can detect early signs of credit risk. The processes we design need to be easy to use as well as compliant with regulations and policies.

We work on a wide spectrum of topics, ranging from early warning signals to intensive care solutions. Our ambition is to create smart, scalable journeys that embed policies and regulations seamlessly, while enabling Front Office and Risk colleagues to serve our clients better.

The team
You will join CMPLM, a team within the Core Lending Area of Tribe Business Lending. CMPLM is responsible for designing, building, and continuously improving end‑to‑end customer journeys that support early detection, monitoring, and remediation of credit risk throughout the lending lifecycle.

The team consists of two multidisciplinary, self‑managing squads, operating in close collaboration between The Netherlands and India. Each squad brings together business experts, IT engineers, and product roles, working as one team with shared ownership. In your role, you sit at the heart of the squad and balance strategy, policy, and regulatory requirements into workable, user‑centric solutions.

Roles and responsibilities

• Own and improve customer journeys in scope of the CMPLM product team.
• Work on multiple innovations: from regulatory changes to full process digitization and automation. Have ownership and provide added value from day 1.
• Collaborate with- and challenge stakeholders across Lending, Customer Loyalty, Credit Risk, and Modeling to implement the best customer journeys while taking into account all requirements.
• Translate ideas to improve processes into refined user stories with IT engineers, test changes, and demo new features to stakeholders.
• Steer the squad and its changes with your fellow CJE, prepare sprint planning and decide which user stories to handle first, collaborating with the IT engineers in your team.
• Contribute to the product roadmap and support the team to further mature as a product team.
• Maintain workflows, prepare documentation, and support users with questions.
• Work Agile: 2-week sprints with a focus to meet a pre-agreed release calendar.

Why this role matters

• Regulatory scrutiny is rising: banking supervisory authorities demand stronger compliance and continuous monitoring, making this role essential for ING to stay ahead.
• Embedding policy rules in tools ensures compliance and helps users.
• Early detection beats late remediation.
• Simple customer journeys often require complex, intelligent systems.
• Business Lending is always a balance between risk and commerce.

If this resonates with you, you’re the person we’re looking for!

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.

• At least 5 years of relevant work experience
• University degree
• Strong communication skills in Dutch & English
• Preferably a background in the Financial Industry
• Affinity or experience within Business Lending or Credit Risk Management is a big plus.
• Hands-on, structured, detail-oriented, and customer-focused.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Fun (team) events (including a ski trip!)

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.