Business Change Manager

ING is one of the leading players in the Dutch mortgage market. We are proud of that. And we want to keep it that way. Are you ready to join our team to shape that ambition?

The team

As a Customer Journey Expert in the Mortgages tribe, you will collaborate with your colleagues to improve the service provided to our customers.

Currently, we have a customer journey vacancy in the "Hybride Advies" product within the Originations product area. Our purpose is to create a differentiating mobile-led experience with an advisor optimally equipped to support our customers whenever needed. This means we focus on enhancing and digitizing the journey our customers go through when buying a house or obtaining/increasing a mortgage with the assistance of an ING mortgage advisor

Role and Responsibilities:

As a Customer Journey Expert, you have a deep understanding of the digitalization trends within the mortgage market. Using customer insights, you translate these developments into tangible improvements and/or new concepts for our customers. You have a passion for generating new ideas and thrive in a fast-paced environment. Not only are you a sharp thinker, but you also have a proactive approach and take initiative. You are decisive, results-oriented, and unafraid to do things differently. You can easily communicate with various internal and external stakeholders.

• You create simple and personalized journeys for our customers.
• You approach your work with a fact-based mindset, considering operational risks, costs, benefits, and engaging in intensive dialogue with the teams IT engineers
• You excel at generating new concepts, experimenting with them, and determining their success
• You create functional and technical designs, defining requirements, and conducting functional testing of solutions
• You translate developments into the mortgage world of ING
• You can communicate meticulously, sharply, anticipatively, and sensitively with our important (internal/external) stakeholders

How to succeed

We hire smart individuals like you because of your potential! Our biggest expectation is that you are curious, continue learning, and take responsibility. In return, we support you in developing into an even better version of yourself.

Your starting points are the customer and the ING Mortgage Advisor. You have experience in digitizing and improving customer journeys, where you can identify pain points and ideas and transform them into innovative solutions.

Your profile:

• A relevant degree at a minimum of HBO or WO level
• Entrepreneurship/leadership to experiment with new concepts
• You have the ability to execute, turning ideas into actual implementations with strong analytical skills
• You have a comprehensive understanding of the complex landscape of the mortgage market and its developments
• Can distinguish between important and secondary matters
• Excellent stakeholder management skills
• Excellent command of the Dutch and English languages

Rewards & 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 here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

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 and apply today!