Senior Customer Journey Expert

5 dagen geleden

Amsterdam, Noord-Holland, Nederland ING Voltijd
About the Role

We are seeking a highly skilled Customer Journey Expert to join our team at ING. As a key member of our Originations Area - Mortgage Applications team, you will play a crucial role in shaping the customer experience for our intermediaries and customers.

Key Responsibilities
  • Develop and maintain a deep understanding of our customers' needs and preferences, identifying opportunities to improve their journey.
  • Collaborate with cross-functional teams to design and implement customer-centric solutions, leveraging data and analytics to inform decision-making.
  • Work closely with stakeholders to gather requirements and translate them into actionable plans, ensuring seamless execution and delivery.
  • Stay up-to-date with industry trends and best practices, applying knowledge to drive innovation and improvement in our customer journey.
  • Contribute to the development of our Third Party Relationship Management System (MIRA), ensuring it effectively supports our business processes and goals.
Requirements
  • Relevant experience in the mortgage market and a strong understanding of customer journey mapping and digital transformation.
  • Proven ability to work collaboratively with stakeholders, driving results-oriented solutions and delivering high-quality outcomes.
  • Excellent analytical and problem-solving skills, with a keen eye for detail and a passion for data-driven decision-making.
  • Strong communication and interpersonal skills, with the ability to effectively engage with diverse stakeholders and build strong relationships.
  • Fluency in Dutch and English (C1/C2) and current residency in the Netherlands.
What We Offer
  • A competitive salary and benefits package, including a 36 or 40 hour workweek, individual leave, diversity leave, and CSR days.
  • Opportunities for professional growth and development, with a focus on building business-to-IT skills and bridging the gap between technical solutions and product goals.
  • A dynamic and motivated team environment, with a strong emphasis on collaboration, innovation, and customer-centricity.

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