CJE Regulatory, External & Risk Changes squad - Tribe Mortgages

Customer Journey Expert – Regulatory, External & Risk Changes squad - Tribe Mortgages

(16)

[Belgium, full time]

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

Would you like to work for a Tribe where honesty, integrity and responsibility are valued? Are digitalization, customer satisfaction & accessibility and delivering impact part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working? Then read what comes because Tribe Mortgages & Collections might very well become your future employer.

Your role & work environment: CJE Squad “Regulatory, External & Risk changes”

You will embrace the role of Customer Journey Expert in the domain “Product Change Management”. 

The domain exists of 2 squads: “Regulatory, External & Risk changes” squad which is responsible for the strategic changes related to these topics & “Growth, Sustainability and Pricing” squad that builds digital web and app journeys, as well as employee facing journeys, for new production and in life management of mortgages.

“Regulatory, External & Risk changes” is an Agile squad where CJE’s work closely together to deliver an unbeatable customer experience. When needed developers will be added and you will be the liaison between IT and business. In the squad you will take the role as CJE.

As CJE, you define -together with your (dev) colleagues- the solution design, UX, etc. You refine the business requirements into (non-)functional requirements and support the developers in their delivery. You are end-responsible for testing and delivering the Epics you are working on.

You define together with your Squad Master the roadmap for your squad for at least the running and +2-quarter and you make sure the pipeline keeps flowing for IT Dev and business analysis by adequate planning and allocation of resources. You are in close contact with your fellow CJE’s within the tribe.

You are the go-to person for all regulatory, external & risk journeys.

Your key responsibilities

As a Customer Journey Expert

·       Translating the regulatory, risk orbusiness demand to functional requirements and to IT delivery.

·       Designing the solution – with the help of IT Architects or feature engineers for the bigger projects- to achieve the requested features. Collaboration with Risk & Regulatory colleagues, and other ING Group entities is key.

·       Ensuring excellent (internal & external) customer experience & accessibility whilst continuously reflecting on the commercial impact

·       Being E2E responsible for your projects, including refinements, documenting, testing the changes on the already existing/new business tooling.

We look for:

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, 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. More specifically in the customer facing context:

• Strong stakeholder management skills; ideally with already some expertise in or having a head office network
• You master and apply the Agile way of working within your day-to-day activities
• Driven and customer focused, loving to collaborate with different people
• Proven planning and organizational skills. Profound project management experience is an asset
• You are solution-oriented: you relentlessly strive to find the ideal solution, sometimes out of the box
• Design processes that meet and improve customer experience, considering regulatory, external and risk requirements
• Translate the bank and tribe strategy to concrete initiatives within the scope of your squad
• Experience with regulatory and risk topics within a banking environment
• Strong communication skills: written (including online) and oral
• Experience working together with Front-end and Back-end developers
• Taking ownership, wanting to make the difference for our customers
• You dare to speak out and are no-nonsense
• Fluent in English and Dutch or French
• Bachelor/Master degree, with 3 to 5 years relevant experience

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

·       The possibility to actively steer the digitalization of customer facing journeys

·       An informal, dynamic environment with innovative colleagues supporting your endeavors

·       A progressive and agile way of working, where new ideas are valued ahead of convention

·       A well-functioning multi-cultural team with a good teamspirit

Furthermore, within Tribe Mortgages & Collections, you can count on a range of opportunities to invest in your personal and professional growth with:

·       High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter

·       We actively support your ambitions beyond your CJE Role (OHI-ambassadors, CX-ambassadors, Fun Squad members, …)

·       Direct impact on the everyday happiness of our customers – Reducing friction & boosting guidance by making the journey intuitively and accessible for all  

·       Variety & complexity: from working with IT to developing new products, from digital customer experience to safety & compliance

·       Culture of transparency & inclusiveness: we may not be able to guarantee the future but we share every step of the way