Customer Journey Expert

Commercial Finance NL (ComFin) is part of Business Banking and provides working capital to clients based
on debtors and inventory (asset based). Characteristic for asset-based lending is that the amount of the loan is primarily based on the value of the customers’ collateral as opposed to financing that is primarily based on the firm and its credit worthiness.

Commercial Finance within ING is active in the Netherlands, Belgium, Poland, and Romania with a combined profitable outstanding of ~ EUR 6.5B, having a strong presence in Mid-Corporate and Corporate markets. Commercial Finance has grown over the past 10 years with a CAGR of approximately 16,5%.

Commercial Finance NL (ComFin) has started a transformation program Factor10 to future-proof its IT landscape and enable further growth opportunities. This includes renewal of its core IT platform, new product development, deeper integration in ING Business Banking customer
- and employee journeys and redesigning ComFin towards digital operations.

As CJE you will execute the short
- and long-term strategy for Commercial Finance products in ING Netherlands and ING Belgium. In this role you are keen to deliver a set of products that are reliable, scalable, and secure, while also providing the best possible customer experience for our business banking customers in the Netherlands and in Belgium. Also important is to create a strong commercial product portfolio aiming at stable and sustainable income flows.
ING ComFin has the ambition to sustain its growth and extend its portfolio to more digital channels serving SEM/Micro and SME clients in the existing ComFin markets in a scalable way. This includes renewal of its core IT platform, new product development, integration in ING Business Banking customer
- and employee journeys and redesigning ComFin towards digital operations. The goal is to grow market share in the SME segment by developing a ComFin Fast track journey with a standardized product offering.

The Factor 10 program is set up to realize ComFin’s strategic ambitions. This role will be in the ‘Inlife’ squad which has a focus to structure activation and support In life management activities for all Comfin clients.
The Commercial Finance Factor 10 team is organized in several squads (i.e., Origination, Inlife, Foundation and MI-BI) and works closely with the ComFin Product & Delivery and ComFin IT team. As CJE you report to the Product Lead Factor 10, and you are part of the Factor 10 team.

As CJE Inlife you are responsible for:

- Being the linking pin between Business, UX/UI and IT
- Gathering requirements from all stakeholders and managing expectations
- Give input to UX/UI, so they can design the Customer Journey in Figma
- Determine needed features to work with target solutions, algin with other Product Owners
- Prepare/create/refine user stories for or with your squad (depends on how the squad will work) (Affinity with IT is helpful here)
- Create acceptance criteria and test/approve delivered stories.
- Monitor customer behaviour and improve the customer experience.

You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As a CJE, you:

- Possess strong analytical skills and take decisions based on data and facts.
- Can clearly identify and separate main and side issues.
- Are able to take on complex cases and translate them into workable change items, taking into account the whole commercial finance chain.
- Define project principles, requirements and use process designs to visualize changes.
- Drive to make things happen.
- Possess knowledge of the following tools:

- Adobe Analytics (Data Analytics)
- Figma (UX/UI)
- Azure DevOps (Agile Scrum/WoW)
- Bloomreach (CMS)

Proven track record and technical skills:
You have:

- Master’s or bachelor’s degree.
- Understanding of customer needs and the skills to bridge IT and business.
- A curious mindset for the underlying ComFin market, organization, and (IT) processes.
- Relevant experience as business analyst, process/ business/ IT consultant and/or product manager.
- Solid interpersonal and collaborative skills to interact with different stakeholders.
- Experience in banking or the financial industry.
- Excellent written and verbal Dutch and English communication skills.
- Proven experience or strong affinity with the ING Agile Way of Working is a plus.
- Initial 12 month contract assignment with option to extension (up to three years)
- 36 hour work week
- Salary range: €4.240,00 - €6.582,00 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)