Customer Journey Expert - Business Lending - 16 in Brussel

Customer Journey Expert Business Lending - 16

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?  Then read on, because ING might very well become your future employer.

Your role & work environment

As a Customer Journey Expert in Business Lending, you work on a daily basis with (cross-border) colleagues having different expertise in self-steering feature teams (squads), contributing to the objectives of the tribe Business Lending. These objectives are challenging, as regulatory and risk requirements are strengthening, client expectations are changing and there is a continuous pressure to increase efficiency. Within this context, you contribute to the design of an efficient and customer-oriented value proposition, including products and services, harmonized when possible between Belgium and the Netherlands. You will cover several customer segments from self-employed to mid-corporates.

Your key responsibilities

• Designing processes that meet and improve customer experience, taking into account regulatory, data and risk requirements
• Translating the bank and tribe strategy to concrete initiatives within the scope of your squad
• Analyzing the feasibility and the value of opportunities
• Evaluating our way of working with the aim to continuously improve
• Helping to improve the quality of the ING’s communication via the different channels and touch points
• Actively participating and taking initiative to improve the collaboration between different stakeholders and colleagues in other teams
• Understanding and applying business principles and ensure compliancy with external regulation and internal minimum requirements

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 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 Customer Journey Expert Business Lending, you will also need:

• To be customer driven and focused, loving to collaborate with different people and help improve collaboration thanks to your understanding of the interactions in groups
• An entrepreneurial attitude – taking initiative and making things happen, manage and solve problems sharply at your own level, help people to do so, escalate when needed
• To act as process expert in the business lending domain
• To be innovative by challenging existing trends and consider new developments in the market, convince people to adopt them and take the team with you
• To manage autonomously large complex projects involving various stakeholders
• Strong affinity with data and good analytical skills, previous experience with data management/analysis is a plus
• Proven planning & organizational skills
• Clear communication skills : written and oral, be able to adapt your speech to the various audiences, create impact on your audience
• Previous experience in a risk oriented role is a plus
• Knowledge of business lending products/services is recommended
• Fluent in English and Dutch or French
• Master degree or Bachelor degree with 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 endeavors’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working:

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

Furthermore, within the Business Lending department, you can count on a range of opportunities to invest in your personal and professional growth with:

• possibilities to develop your skills, eg by participating in courses and trainings
• challenging projects & a steep learning curve
• working in an international environment