Customer Journey Expert

3 weken geleden

Bunnik, Nederland ITSync Voltijd

**Commercial finance NL (ComFin) is part of ING’s business banking, providing asset-based lending by leveraging the value of clients’ collateral.** Active across the Netherlands, Belgium, Poland, and Romania, ComFin has enabled rapid growth with a 16.5% increase over the past decade, totaling an outstanding approximately EUR 6.5 billion.

The factor10 program is leading ComFin's transformation by digitizing the customer experience and expanding growth, especially in the SME segment, through a revamped IT landscape and digital channels.

**Role overview: customer journey expert - foundation**
As a customer journey expert (CJE) in the foundation squad of the factor10 program, you will help shape the digital transformation of ComFin. Your focus will be on creating seamless employee journeys and building solutions that enhance the business experience on our digital platform. Reporting to the product lead factor10, you will work closely with business bankers, UX/UI experts, and IT colleagues to develop and refine the core factoring platform.

**Key responsibilities**:

- Bridge business & IT act as the primary liaison between business, UX/UI, and IT teams, ensuring alignment on requirements and expectations
- Content translation convert business content into effective digital solutions that optimize the employee journey
- Stakeholder management gather, prioritize, and manage requirements from diverse stakeholders, setting clear expectations
- Platform enhancement lead the configuration, testing, and validation of platform functionalities in collaboration with external vendors
- Training development design and deliver training materials for internal users to facilitate smooth adoption of platform updates
- User story preparation prepare and refine user stories and acceptance criteria, working closely with your squad and defining the functional roadmap alongside the product owner
- Process design use process designs to visualize proposed changes and project principles, ensuring the integrity of the commercial finance journey
- User monitoring track user behavior to continuously improve the user experience on the platform

**Who you are**
An analytical thinker with a collaborative mindset, you enjoy driving projects from concept to execution. You’re passionate about translating complex cases into actionable change items and have an affinity for commercial finance and factoring.

**Key skills & qualifications**:

- Educational background bachelor’s or master’s degree
- Experience proven background in the factoring domain and experience working with factoring products
- Technical knowledge familiarity with Azure DevOps (Agile Scrum)
- Experience in **banking **or the financial industry.
- Relevant experience as business analyst, process/ business/ IT consultant and/or product manager.
- Domain expertise solid understanding of the ComFin market, IT landscape, and commercial finance processes
- Problem-solving ability ability to identify core issues and define project principles, translating them into visualized change items
- Communication skills fluent in Dutch (preferred) and English, with excellent verbal and written communication
- ING Agile way of working familiarity with Agile principles is a plus

**What we offer**:

- Initial 12 month contract assignment with option to extension (up to three years)
- 36 hour work week
- Salary range: €4.240,00 - €6.000,00 gross per month (excl. holiday payments & 13th month)
- Holiday pay and 13th month
- Full pension according to Dutch temp labour CLA
- Hybrid working (on/off-line in the office)

**Join us in transforming commercial finance**
The factor10 program is a unique opportunity to make a significant impact on the digital landscape of commercial finance. Join us and play a vital role in shaping a scalable, secure, and customer-centered platform that drives sustainable growth for our business banking clients in the Netherlands and Belgium.

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