Customer Journey Expert - Universal IV

Introduction

Your departmentIn our department (tribe) ING Wonen we are working on becoming the best mobile-led, sustainable mortgage label in the Netherlands. To realize this ambition, we are looking for an experienced product manager (customer journey expert), who has in-depth knowledge of mortgage products, the processes, strong business-to-IT implementation skills and knows about all mortgages related laws and regulations. You know how to translate this knowledge and experience into concrete improvement proposals for our product range and you take responsibility for the implementation and coordination of these product and system changes.

Do you have that entrepreneurial mentality to take it on and make it happen? Then we are looking for you! ING Wonen is one of the largest tribes within ING Retail, with 60 agile teams (squads), mainly located in Amsterdam. The tribe includes all products and processes involved in starting, concluding and managing an ING mortgage.Your teamYour team focuses on the mortgage application process and is responsible for the acceptance policy of our mortgages.

You play a crucial role in initiating product improvements and translating new propositions to serve our target groups even better. In addition, you are responsible for optimizing and implementing product and process changes based on legislation and regulations.Internally, you work together with other departments, such as the risk parties, our advisors (ING advisors and Intermediaries) and other stakeholders in the entire mortgage chain. Externally, you work together with parties such as NHG, BKR, HDN and external advisory software parties.

What will you be doing?

How to become successfulYou are a team player, have excellent problem-solving skills and know how to manage projects from concept to implementation. As our new product manager:- Are you familiar with mortgage legislation and regulations and do you understand the impact of changes on the entire mortgage chain;- Are you familiar with the acceptance policy, the various historical and current product forms of a mortgage;- Do you like to delve deeply into the content in order to create the very best products;- Do you understand the need to comply with all legislation and regulations, but do you also dare to discuss alternatives and question the status quo;- Do you know what our customers find important and how to realize the best customer experience;- Do you have independent and entrepreneurial ability to realize projects;- Do you have strong analytical skills, do you have an eye for detail and do you make decisions based on data and facts.

What should you bring to ING?

ou have:- A bachelor's or master's degree;- In-depth knowledge of the Dutch housing & mortgage market- Insight into the needs and challenges of the client and advisor;- A commercial attitude and drive to make an impact;- Demonstrable experience with implementing innovations in mortgage policies and/or propositions;- Strong problem-solving skills and work fact-based and data-driven;- Solid interpersonal and collaboration skills to engage with different types of stakeholders;- Strong affinity with Business-to-IT and translating ideas and requirements into impact;- Excellent language skills in both Dutch and English (oral and written).

What we have to offer

We want to ensure that you can find the right balance between your career and your private life and reward people with a generous range of employment conditions:- 36-hour working week, possibly extendable to 40 hours- Hybrid work location, with office in Amsterdam- Huge set of development, training and growth opportunities- Excellent secondary employment conditions

Geplaatst op: 05-11-2026