Customer Journey Expert

Customer Journey Expert

Did you ever wonder how companies in the Netherlands process payments? ING Business Lending supports ten thousand of Dutch companies with lending products covering a total of around 60 billion of lending assets, so they can invest and grow their companies. Are you the person to optimize these products and support our clients?

We are looking for a Customer Journey Expert, to join our NRC Business Accounts team for the maintenance and decommissioning of our core Business (Lending) IT systems. This system enables the interfacing between our solution selling and our account engines for our Business Lending and Wholesale products and clients. It’s in the middle of everything around Business customers and a crucial part of the chain.

This is a role in a complex environment with many internal stakeholders where there is a lot of room to develop for somebody demonstrating a proactive, self learning approach.

Role and Responsibilities

Your main focus as CJE is helping the team to deliver as predictable as possible, managing the backlog and practise stakeholder management. You do that together with the IT engineers and other CJE’s involved. The IT Engineers are mostly in NL, but can also be around the world.

Besides that, you play a role in product management of our business client facing products. These products are the centre point between the market, clients, sales and other internal parties such as Credit Risk, Finance, Compliance and IT. You will be part of the team working on the Products of ING Business Lending and the underlying system of records for those products.

Project management, business analysis work and working with IT to really make it happen from an integral part of your daily operations. You will be responsible for:

• Acting as a squad master/product owner for the team responsible for the maintenance of IT Assets processing business accounts,
• Driving one of the biggest projects within ING – SAMBA. With this program we will update our legacy landscape,
• Communication around our products towards stakeholders and users,
• Taking ownership of risk management related to our products,
• Day to day handling of questions and requests related to our products,
• Identifying and resolving process / system improvements to enhance customer experience and team productivity,
• Continuously liaising with involved stakeholders,
• Contributing to our product management vision, plans and execution.

A big challenge? It certainly is! That is precisely why we are looking for you. You are going to make the difference for the Business clients!

The team

The team is responsible for managing Legacy IT Assets. Within the NRC Business accounts team you work together with your IT combined Business team focusing on delivery and the maintenance of our legacy IT systems. These systems process business accounts, servicing multiple departments (Daily Banking, Business Banking and Wholesale Banking). The market in which you will work is a professional and heavily regulated market. This requires continuous knowledge gathering and understanding of the market infrastructures and practices, developments, regulations etc. The teams operate from Amsterdam but have a global reach with engineers residing in Romania, The Philippines and India.

Why should I become a Customer Journey Expert at Tribe Business Lending?

Tribe Business Lending has a full roadmap for the coming years! We are working hard to align our processes and proposition with the brand-new service model for our Business Lending clients in the Netherlands. We are also working hard to build our dream journeys in the target system landscape so that our colleagues can help our clients even better. At the same time, we are working on eliminating old systems and applications that no longer meet today's requirements. Finally, we notice enhanced pressure from legislation and regulations that we must secure in our processes.

How to succeed

You have an enthusiastic and proactive attitude; you want to make an impact and see results. You are curious, have a hands-on mentality and are eager to learn. In addition, you enjoy working in an international team and like a challenge. You have a passion for IT delivery, data, client improvement and you are interested in the financial sector.

• 3+ Years of experience in a banking environment,
• Master’s degree (preferably in Business Administration, Finance or Economics),
• You are analytically strong and can structure complex problems. Furthermore, your analysis gives a clear view on potential for improvement and out-of-the-box thinking comes natural to you,
• Hands-on experience in agile delivery methodology,
• You have affinity with IT,
• Proactive and eager to (further) build up knowledge of the Business Lending products, IT Landscape and market,
• You strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment,
• You are a naturally collaborative person who listens and invests in others to achieve common goals,
• You love to challenge the status quo and are eager to propose creative solutions to problems,
• You are solutions oriented, capable to explain complex topics in an understandable way,
• Strong focus on execution and delivery – getting things done mentality,
• Ambitious and enthusiastic mindset to further strengthen our product proposition and delivery,
• You speak and write fluent Dutch and English and have current residency in the Netherlands.

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:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
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