Digital Customer Journey Expert Consumer Lending

Your role & work environment

As (Senior) Customer Journey Expert, you are together with the team responsible for the end-to-end customer journeys. Taking ownership of the end-to-end customer experience for consumer loans, from application to disbursement. This involves managing both the process as well as the product and the use thereof in our various channels. In doing so, you will collaborate with various stakeholders such as financial and non-financial risk, operations, and sales. Through your expertise of the product management and your affinity with IT, you know exactly how to anticipate the needs of the customer to provide a seamless customer experience and journey.

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 overdrafts for Belgium. You will work as IT savy CJE in our backend squad “Loanbusters” responsible to maintain and further improve the IT backbone of our current application journey. The squads consists of multiple Java back-end and front-end engineers and a couple of CJE’s that manage the team’s backlog, translate business needs into IT requirements and steer the project delivery.

The main upcoming challenges are to continuously improve and remove frictions in our client application flow both for existing and new to bank customers. Moreover, new products will be developed to complete our product offer and help us reach our growth ambitions. These key projects will help transform Consumer Loans from a pure cross-sell product to an acquisition product too. We are looking for a (senior) CJE with IT affinity to implement these critical projects.

Your key responsibilities

The role of a Customer Journey Expert is a broad role in which product management and IT come together. We are looking for a Customer Journey Expert with IT affinity and strong project management skills.  

In that capacity, we expect you to:

• Contribute to translating our vision into clear and implementable requirements. Be the bridge between business & IT: provide clear requirements to developers on what needs to happen and test the required features.
• Take ownership of the E2E Instant lending customer journey with an entrepreneurial mindset, which means together with your team, you are accountable for the capability vision, including functionality, technology and user experience.
• Work in a self-steering, cross-border team with colleagues having different expertise
• Work in close collaboration with IT teams, IT architects and IT engineers
• Collaborate with different stakeholders and colleagues in other teams to achieve our strategic objectives
• Understand and apply business principles and external regulation, collect and analyse information and data about customer needs.
• Ensure clear, structured and complete communication of new features to relevant stakeholders within and outside our Tribe
• Demonstrate strong project management skills and navigate with ease through all IT and non-financial risk processes required for such projects
• Early identify incidents and help in the resolution of these