Customer Journey Expert Revise Rating

At ING, appreciation and support for our employees comes before seeking external talent. If you think this vacancy is the right next step in your ING career, we encourage you to apply. If you have any questions about the vacancy or would like to know more before applying, don't hesitate to contact the recruiter responsible.

Customer Journey Expert Revise Rating (CJE Revise Rating)

You will be part of a team (squad). Within this squad you will be working on highly diverse topics with a high degree of freedom of action. Every day is different and therefore your ownership is required to resolve all challenges in a timely manner.

As CJE Revise Rating you play a pivotal role in fueling our risk rating models ensuring an efficient, scalable, and digital journey for our customers and colleagues. This process stands at the forefront of all our other Business Lending processes and has direct impact on the P&L of this segment.

You are responsible for an optimal 'customer journey' for our Business Lending colleagues.

Our customer service is based on five principles: Realizing Ambitions, Predictable & Fast, Digital & Personal, Clear Language and Everything Simple. We unburden and surprise our business clients! As a Customer Journey Expert, you are key to this ambition for the business client.

Examples of what you do:

• Being responsible for the right implementation of process efficiencies for the Business Banking rating revision process;
• Provide our ING colleagues with systems to work in a scalable setup across multiple countries (Netherlands and The Philippines);
• Ensure a seamless digital journey for clients leveraging the SBR (Standard Business Reporting) technology;
• Make sure data can be used for our journeys and with that create value for our customers;
• Designing and developing new processes to optimize the way of working of the team in order to serve our clients better;
• Revamping our IT landscape in collaboration with IT architects and developers;
• Work in teams with java and pega engineers, a challenging environment.

A big challenge? It certainly is! You are going to make the difference for the Business Lending clients!

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

Business lending is growing and therefore 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 do we do it?   

Together with your end-to-end squad, you are responsible for customer journeys and the associated applications and processes. In this role, your knowledge of Business Lending will grow, and you will gain experience in implementing IT changes and process improvements. You will work intensively with the engineers in your squad. With the Cross-border Service Tribe Business Lending, you ensure that there is a great digital proposition for Business Lending in the Dutch market.

Your work environment

ING operates entirely on the basis of the Agile philosophy. You will work with different expertise in self-managing multidisciplinary teams (squads). With several squads in the Netherlands, Romania, India, and the Philippines form the Tribe Business Lending.

As a Customer Journey Expert, you will also work closely together with various stakeholders such as Sales and Customer Loyalty Teams. You work on the applications of Business Lending for which digitalization, scalability and user friendliness are essential for both the client and ING colleagues. You are working on the future of Business Lending in which you develop digital, customer-driven processes in new workflow systems. You will do this from a Minimum Viable Product perspective and help others in the team to be successful by coaching them. In addition you will be busy solving internal problems and helping to implement policies within the financial sector. Finally, you work closely with the users of the systems, answering user and technical questions and providing documentation.

This is you!

You are an experienced project manager with 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 client improvement and digitalization within the financial sector.

But what does that mean concretely?

• Several years of relevant work experience;
• University or master’s degree;
• You are a strong communicator, with an excellent command of the Dutch and English languages;
• A financial background, analytical skills and knowledge of Business Lending is an advantage;
• Background in sales and relationship management and knowledge of related processes, products and systems is an advantage;
• You are flexible, enthusiastic, binding and you have a service and client-oriented attitude;
• You have experience in managing complex longer term projects including a big stakeholder field;
• Having experience as a product owner is a pre.

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. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.