Customer Journey Expert

Our purpose is "Changing Real Estate to be the number1 choice for Real Estate investors". We want to accelerate the transition to a sustainable built environment, where we finance ambitions by delivering top quality finance solutions. ING Real Estate Finance Business Banking NL ("REF BB NL") has a clear goal to become and remain frontrunner in sustainability and innovation in the real estate (finance) market. Therefore, we want to continuously create new initiatives and policies to streamline our financing processes, improve our product offering and support our clients in tackling the sustainability challenge.

Your role

As a Customer Journey Expert it's about making every day processes as smooth and easy as possible both for our customers and employees. You will be working in an environment which is driven by autonomy and alignment.

This way of working you will benefit from:

• empowerment and accountability on your delivery
• added value to our customers as you will deliver faster and in a more effective way
• transparency & dynamic setting for you to deliver within your squad
• numerous development opportunities, knowledge sharing with other experts.

Your work environment

Real Estate Finance NL (REF NL) services their private real estate investment customers directly through regional offices in Amsterdam, Eindhoven, Rotterdam and Zwolle. The regional offices are supported by REF NL's delivery team. Latter team is centrally organized in Amsterdam and is structured in Squads. REF NL is considered to be the principal Dutch real estate lender, and our real estate knowledge is appreciated throughout the real estate investor market. You will be part of a small Squad and work in Amsterdam. You will be working together with other squads in and outside of REF NL to create an unbeatable customer and employee experience.

Your key responsibilities

As a Customer Journey Expert, your key responsibilities are to:

• work closely together with business & IT to deliver our ambition.
• work closely together within the Squad, which exists of multi-disciplinary members
• draft user, business and IT requirements together with IT developers and business
• align with the relevant stakeholders as part of the operational processes
• follow the latest developments of your own focus areas.

We are looking for

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and someone who is always a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.

As a Customer Journey Expert, you recognize yourself in the following:

• You have a Master's degree or an equivalent work level
• You have strong analytical skills and get energy of translating complexity into a clear vision and structure, always looking for ways to improve status quo
• You have strong influencing skills and a result-driven/ persistent can-do mentality
• You will deliver individually in close cooperation with other ING colleagues
• You are easy to work with and a drive to implement and maintain the framework
• You are a team player: we expect you to provide valuable contribution to  collective goals both regarding concrete deliverables and teamwork as such
• You have thorough understanding of consultancy methodologies and affinity and knowledge of business process management, bank processes and technology
• You are someone with ambition, willingness to learn, take responsibility, focused and experienced in various tooling, currently we use Azure, ServiceNow, COGNOS and Excel
• You have a  personality and the capabilities to optimally function within Agile environment
• You are fluent in English, Dutch is a pre.

Rewards and benefits

We always strive to the right balance between your career and your private life. 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.