Helaas, deze vacature is niet actief.

Strategy & Commerce Customer Journey Expert – Consumer Loans in Brussel

Strategy & Commerce Customer Journey Expert – Consumer... (level 16) [Belgium, full time] Your role & work...   As Customer Journey Expert, you are together with the team responsible for the end-to-end customer journeys.


Strategy & Commerce Customer Journey Expert – Consumer Loans

(level 16)

[Belgium, full time]

Your role & work environment


As Customer Journey Expert, you are together with the team responsible for the end-to-end customer journeys. Taking ownership of the end-to-end customer experience for consumer loans, from application to disbursement. This involves managing both the process as well as the product and the use thereof in our various channels. An example could be reducing the throughput time of the application process for customers. In so doing, you will collaborate with various stakeholders such as financial and non-financial risk, operations, and sales. Through your expertise of the product management and your digital affinity, you know exactly how to anticipate the needs of the customer to provide a seamless customer experience and journey.


As part of the Tribe Consumer Loans, you will be part of a team responsible for all ING products within the area of personal loans and overdrafts for Belgium. You will work in our strategy and commerce squad “LendRover”, responsible for designing features that supports our private customers “in their financing needs so they can realize their goals and dreams”, as well as for optimizing ING’s commercial and risk results for the involved products.  If you have experience on product management, a passion for digitization and the ambition to drive strategic change for a core banking product? Then by putting the three together you would fit perfectly as our future colleague at consumer loans.


Your key responsibilities

The role of a Customer Journey Expert is a broad role in which product management and IT come together. We are looking for a Customer Journey Expert with a focus on our online journey.

In that capacity, we expect you to:

  • Gain a profound understanding of the market and our customers’ needs.
  • Proactively contribute and take responsibility to ensure the Tribe as a 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).
  • Design the roadmap to optimize conversion throughout our end-to-end sales funnel, from digital enablers to credit policies to pricing to operations.
  • 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.
  • Determine and set-out areas for improvement based on process and data analysis.
  • Understand and apply business principles and external regulation.


We are looking 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 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 Customer Journey Expert, you will also need:

  • An open mindset for innovations and new trends in the market
  • Customer centricity and ability to collaborate with different people
  • Entrepreneurial attitude
  • Clear communication skills: written and oral
  • Ability to work in an autonomous way and to take initiative
  • To make things happen thanks to your ‘can-do’ attitude and autonomy, with diligent respect for the (risk) processes.
  • Structured approach towards deliveries
  • Problem solving, with a strong analytical reasoning
  • Fluency in English (Knowledge of Dutch or French is a plus)
  • A University degree at Master level.
  • 2 to 5 years of work experience in product management or a similar role are preferred.  However, we are interested in talent above all, and we are open to candidates with different levels of experience.


We offer you 

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

  • 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.
  • Being part of a team that is responsible for a key product to realise ING’s commercial objectives with challenging projects.
  • Being part of a young and dynamic tribe

Extra informatie

Rijbewijs nodig?
Auto nodig?
Motivatiebrief verplicht?