Customer Journey Expert Consumer Loans-III in Brussel

Customer Journey Expert/ Product Owner – Consumer Loans

Open-term, Full-time, Brussels (Belgium)

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 bank where honesty, integrity and responsibility are valued? Are sustainability, caring for others and thinking ahead part of your DNA? Do you want to make the difference for our customers thanks to our agile way of working? (click on link to see the video )

Your role & work environment

Consumer Loans is one of the bank’s most digital products currently revamping the full process to make it future proof. You will also be joining a high performing, cooperative team with a strong work-hard play hard culture.

As Product manager / Customer Journey Expert, you are in cooperation with your team, responsible for the end-to-end customer journeys.  Concretely, you will work in one of our business to IT squads who are fully focussed to bring a more digital, easier and faster lending experience to our customers. We are looking for a Customer Journey Expert who is or could be ready in the future to take on or grow into a product owner role.

This involves taking ownership on the business side for the delivery of one of the necessary technologies/ features that are currently being developed as part of the future lending experience.

If you have experience on product management, a passion for digitization and affinity to work with IT specialists? Then by putting the three together you know exactly how to anticipate the needs of the customer to provide a seamless customer experience and journey.

Your key responsibilities

The role of Product Manager / Customer Journey Expert is a broad one in which product management and IT come together. We are looking for a Customer Journey Expert with a focus on consumer lending products and processes.

In that capacity you will:

• Gain a profound understanding of the market and our customers’ needs.
• Proactively contribute and take responsibility to ensure the team as whole reaches its business goals by voicing your ideas, bringing solutions and challenging the status quo when needed.
• Take ownership and responsibility for the execution of end to end for projects (define goals, determine resources and plan deadlines for each project you deliver as a squad/team).
• Translate customer experiences and business requirements into IT deliveries. Ensure correct follow-up of IT developments, and coordinate with various stakeholders both inside and outside the Tribe Consumer Loans.
• Effectively collaborate with teams of dedicated engineers and other CJEs to ensure timely deliveries. To that end, you will manage the backlog and set priorities.
• Determine and set-out areas for improvement based on process and data analysis.
• Understand and apply business principles and external regulation.
• Actively participating and taking initiatives to improve the collaboration between different stakeholders and colleagues in other teams with the aim to create even more added value to our customers.

We look for

A colleague with a talent for taking it on and making it happen, 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.

As a Product Manager / Customer Journey Expert you will also need:

• A university degree at master level.
• Minimum 5 years of work experience in product management or a similar role are preferred.  
• Excellent written and verbal knowledge of English and Dutch or French.
• A strong analytical reasoning.
• To be a team player.
• To be driven and customer focused, loving to collaborate with different people.
• An entrepreneurial attitude.
• Proven planning & organizational skills.
• To work in an autonomous way and to take initiative.
• Make things happen thanks to your ‘can do’ attitude.
• Problem solving skills.

We offer you

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

• Being part of a team with a strong vision, an entrepreneurial mindset and a knowledge sharing culture.

• Personal growth & challenging work with endless opportunities to realise your ambitions.
• An informal, dynamic environment with innovative colleagues supporting your endeavours.
• A progressive and agile way of working, where new ideas are valued ahead of convention.

Furthermore, within the Tribe Consumer Loans, you can count on a range of opportunities to invest in your personal and professional growth with:

• Continuous improvement of your craftsmanship through trainings, knowledge sharing and coaching.
• To be at the heart of the bank’s strategy: Consumer Loans is at the forefront of the full digital transformation roadmap of the bank.
• A challenging position at ING which empowers people to develop their skills.