Customer Journey Expert - Collateral Management

At ING, we are transforming the end-to-end Collateral journey to create smarter, more scalable and more compliant lending processes for our Wholesale Banking clients. Collateral plays a critical role in the lending lifecycle as a key credit risk mitigation mechanism, with significant impact on client service, operational efficiency, data quality and regulatory compliance. We are now accelerating this transformation through AI and automation, with the ambition to reduce manual effort, improve data quality at source and strengthen our control environment.

We are looking for a driven and delivery-focused Customer Journey Expert (CJE) to join the Collateral Management team within the WB Lending Tribe, helping shape scalable and future-proof collateral journeys.

In this role, you will report to the Product Lead and play a key role in designing, delivering and optimising collateral capabilities that support lending products. You will work at the intersection of Lending, Data Management, Operations, Risk and Technology, ensuring that collateral capture, registration and revaluation processes are increasingly automated, compliant and operationally robust.

The Team

You will be part of a cross-functional squad within the Lending Tribe, focused on enabling frictionless collateral journeys. Working closely with Product Managers, Engineers, Data Management, Finance & Risk, Operations, AI specialists, architects and other stakeholders, you will help build scalable solutions across platforms such as LoanIQ, LoanIQ Gateway and AI-enabled solutions within ING.

The squad is responsible for embedding automation, reducing operational overhead, and ensuring that collateral processes are reliable, auditable and aligned with regulatory and internal standards.

Your first assignment will focus on AI-led collateral capture and revaluation, including defining business requirements, refining AI-enabled use cases with engineers, supporting testing and implementation, and helping navigate the associated risk and approval journey. You may also contribute to building the business case for further automation across the broader collateral journey.

Roles and Responsibilities

As a Customer Journey Expert, you will:

• Report to the Product Lead

• Design and optimise end-to-end collateral journeys supporting lending use cases

• Translate business needs into clear, executable user journeys, requirements and product features

• Collaborate with Product Managers and Engineers to deliver scalable and automated collateral solutions

• Drive integration across systems, such as lending platforms, AI-enabled back-end solutions and workflow tooling

• Ensure solutions are compliant, controlled and operationally efficient

• Support UAT, implementation and go-live activities across multiple countries and stakeholders

• Contribute to the risk and control journey, ensuring required approvals and assessments are completed for AI-enabled solutions

• Identify opportunities to reduce manual intervention, improve straight-through processing and enhance data quality at source

• Align stakeholders across Lending, Operations, Data Management, Risk and Technology

• Promote “first time right” delivery through clarity, ownership and strong documentation

• Act as a role model for ING’s Orange Code behaviours: take it on and make it happen, help others succeed, and always stay one step ahead

How to Succeed

We hire for potential and impact. You are curious, hands-on and thrive in a complex, cross-functional environment. You bring strong delivery focus and are comfortable navigating ambiguity while driving outcomes.

You are technology-minded, a fast learner and energised by transformation, especially in areas such as AI, GenAI and automation. You combine product thinking with execution strength and are able to align multiple stakeholders to deliver tangible results.

This role requires a combination of collateral knowledge, product thinking, familiarity with the software development lifecycle and strong stakeholder management, with the ability to turn ideas into working solutions that create business value.

Skills and Experience We’re Looking For

• Experience in Lending and/or Collateral Management domains

• Experience working within the software development lifecycle, including requirements gathering, refinement, testing and implementation

• Proven ability to translate business requirements into product features and customer journeys

• Experience working with complex system landscapes and integrations

• Strong analytical and problem-solving skills

• Ability to drive delivery across multiple teams and stakeholders

• Excellent communication and stakeholder management skills

• A focus on automation, scalability and operational efficiency

• Resilience and flexibility to manage competing priorities

• Ownership mindset with a strong drive for continuous improvement

• An AI-first mindset, leveraging data and automation to improve collateral journeys

What do we offer? 

We offer a full-time (36-hour) position in a dynamic environment. You’ll have the opportunity to work in a modern agile organization with smart and friendly colleagues, and many opportunities to develop both your technical and personal skills. 

Benefits of working at ING include: 

• A competitive salary aligned with your skills and experience. 

• A 36-hour (or 40-hour) work week. 

• 24–27 vacation days depending on your contract. 

• A 13th-month salary and 8% holiday allowance. 

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary. 

• Flexible working hours and hybrid working options. 

• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends. 

• A pension plan. 

• Personal growth opportunities and challenging work with endless possibilities. 

• An informal working environment with a diverse group of innovative colleagues. 

Interested? 

Click the Apply button and let us know why you’re the one we’re looking for. Tell us how you’ll use your experience to make ING even better. We look forward to receiving your CV and motivation letter.  Read more about the ING Benefits here: Benefits in the Netherlands

This is an exciting opportunity to help shape the future of collateral management at ING by combining business expertise, technology and AI to deliver scalable impact across the lending journey.