Customer Journey Expert & Squad Master for Operational Excellence

At ING, we're on a mission to make the home-buying and home-owning journey as simple, intuitive, and seamless as possible. To help us achieve this, we're looking for a Customer Journey Expert & Squad Master who is passionate about creating meaningful customer experiences while driving the successful delivery of digital solutions.

In this unique role, you'll combine customer-centric thinking, business analysis, and Agile delivery leadership. You'll work at the heart of our Home & Collections Tribe, collaborating with business and IT stakeholders to shape the future of our customer journeys and bring innovative ideas to life.

Within the Home & Collections Tribe, you'll work on a wide variety of challenges, ranging from customer experience and digital products to IT delivery and innovation, giving you the chance to continuously learn and grow. We invest heavily in craftsmanship and personal development, while also encouraging you to explore interests beyond your role through communities, ambassador programs, and cross-functional initiatives.

Your key responsibilities

As our new Customer Journey Expert & Squad Master, you'll combine end-to-end journey ownership with agile delivery leadership. You'll be responsible for translating business ambitions into impactful customer solutions while ensuring your squad has the structure, focus, and direction needed to deliver successfully.

As a Customer Journey Expert

• You design end‑to‑end solutions and customer journeys that bring the dream home experience to life — seamlessly supporting both the Lead‑2‑Cash process and Customer‑In‑Life management.
• You translate business needs into clear, actionable requirements and shape them into well‑defined IT deliverables that guide development with precision.
• You ensure an excellent and reliable employee and customer experience, continuously balancing usability, operational efficiency and commercial impact.
• You take full end‑to‑end ownership of your roadmap — from initial design through implementation — including business and functional analysis, testing, and stakeholder management.

As a Squad Master

• You organise and coordinate the squad, ensuring effective agile ceremonies, clear priorities, transparent follow-up and alignment on objectives, commitments and dependencies.
• You own the squad roadmap and backlog, translating strategic milestones into an actionable plan for the current quarter and the next two quarters, in close collaboration with the Product Lead.
• You ensure continuity of the delivery pipeline, proactively managing planning, capacity, stakeholder commitments, dependencies and impediments to maintain a steady flow of work for business analysis and IT development.
• You are accountable for delivery governance and reporting, providing transparent visibility on progress, business impact, risks, delays and challenges to the Product Lead and through the relevant portfolio and governance channels.

How to be successful

You know how to bring people together around a common goal and can effectively influence stakeholders across different levels of the organization.

With a strong understanding of both business and IT, you translate complex requirements into clear, actionable solutions and have experience delivering digital platforms in an Agile environment. You are comfortable managing priorities and making trade-offs, while maintaining a clear focus on delivery and business value. A proactive, solution-oriented mindset comes naturally to you, and you take ownership from idea to implementation.

You're not afraid to challenge assumptions, ask the right questions, and bring clarity to complex situations. Experience with automation and AI-driven solutions is a strong plus.

To succeed in this role, you have:

• A Bachelor's or Master's degree and 3–5 years of relevant professional experience.
• Residency in Belgium and fluency in English and either Dutch or French.
• Proven experience in stakeholder management, business analysis, and translating business needs into clear functional requirements.
• A strong affinity for IT architecture, solution design, and digital platform delivery.
• Experience working in an Agile environment, including backlog management and prioritization.
• An interest in automation and AI-driven solutions; hands-on experience is a plus.

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:

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions or want to apply directly?
Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!