User Experience Expert – Consumer Loans in Brussel

User Experience Expert – Consumer Loans

(level 16)

[Belgium, full time]

Your role & work environment

As a User Experience 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.

You can map digital customer experiences and translate them into UX designs in a customer centric way.

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 affinity with IT, 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 one of our frontend squads “FrontLend”, responsible for product and service delivery within our App, Web and Branch environments; designing and delivering features that supports our private customers “in their financing needs so they can realize their goals and dreams”.  You will work on features that ensure seamless customer experience while staying compliant with regulatory, risk and data requirements.

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:

• You are the bridge between business and IT, you can translate business and customer needs into clear and implementable designs. You can deliver you final work and collaborate with developers to bring your digital experience online in qualitative way.
• Be proactive in analysing ways to improve our journey
• Develop fully online and digital customer journeys
• Work in a self-steering, cross-border team with colleagues having different expertise
• Work in close collaboration with the IT engineers in the team
• Experience, skill and knowledge in design and prototyping software tools (Figma) is needed.
• Collaborate with different stakeholders and colleagues in other teams to achieve our strategic objectives
• Understand and apply business principles and external regulation, collect and analyse information and data about customer needs.
• Ensure clear, structured and complete communication of new features to relevant stakeholders
• Help in the resolution of incidents

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 User Experience 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
• Proven planning & organizational skills
• 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 analysis and judgment
• Creativity
• Knowledge of lending products/services is considered as a plus but not mandatory
• Affinity or experience with Java is considered as a plus but not mandatory
• Fluency in English (Knowledge of Dutch or French is a plus)
• Bachelor’s degree with up to 2-3 years relevant work 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