Senior Customer Journey Expert Business Banking, Business Intermediaries

Senior Customer Journey Expert Business Banking, Business Intermediaries

Would you like to put your entrepreneurial and strategic mind to work, and help strengthen ING’s business intermediary proposition?

We are looking for a senior Customer Journey Expert to complement our business intermediary squad. This team consists of a group of enthusiastic and eager professionals, ready to make the difference for intermediaries and their entrepreneurs.

Customer Journey Expert – Business Intermediaries

The Easy Banking department is an ambitious department within ING Business Banking Netherlands that is responsible for achieving the digital and remote sales objectives. Within this department, you will be part of the Product Sales Team Lending that is responsible for the lead generation of business loans, loans and leases to freelancers and (small) business customers. We are looking for a senior customer journey expert to join our business intermediary squad.

Three years ago ING started the journey of creating a proposition to grow lending volume gained through business intermediaries. This is a strongly growing market existing of bookkeepers, accountants and financial advisors helping their clients grow their businesses and guiding them through the financing process. Now, three years later, there are 8 business intermediary advisors, an intermediary desk with 10 colleagues and SME business advisors in the country who carry out the  service model. We are looking for a customer journey expert who can help the team grow the portfolio with strategic thinking, experience in stakeholder- and project management and who has affinity with data.  

This is what you will do

Together with your squad, you are responsible for achieving the squad's mission:

Helping entrepreneurs grow their business together with intermediaries.

With the ambition to expand the intermediary lending propositions and to take the proposition to the next level, the aim is to substantially grow lending production through the intermediary channel.

Your main activities will be:

• You understand the customer journey and will improve our proposition for business intermediaries to help their entrepreneurs grow their business.
• You will work on ways to make sure ING is top of mind for business intermediaries when financing questions from their clients arise.
• You will be monitoring and reporting on the performance of the proposition, and find ways through journey innovation, idea generation and implementation to improve the performance.  
• You collect customer insights from business clients and business intermediaries in a structured way and translate these into improvements.
• You are the first point of contact for higher management and work closely with sales and product teams to create synergy.
• Together with the squad you support the business intermediary advisors, for them to excel at building out the relationship with business intermediaries and ease the financing process through the intermediary desk and the business intermediary portal.
• You will assist the squad by providing data insights and try to find new ways of gaining insights that can help you and the squad in the decision-making process and underpin statements in discussions about the future of the proposition.
• You will keep our main stakeholders informed about the most recent changes concerning the proposition, keep track of action points and provide the stakeholders with follow-ups.  
• You are a sparring partner Internal stakeholders such as IT specialists, digital marketers, conversion specialists and remote & business advisors, each of whom has their own field of expertise.

How to be successful

We hire smart people like you because of your potential! Our greatest expectation is that you are curious, keep learning and take responsibility. In return, we support you to develop into an even better version of yourself.

• You are excited! And know to achieve your goals.
• You are result-oriented and have a commercial attitude.
• You have affinity and experience with data handling.
• You can translate a project idea to a plan of approach and execute this plan whilst keeping “helicopter view” to meet desired timelines and targets.
• You have experience serving business clients, preferably SEM’s, SME’s and/or business intermediaries.
• You have experience with business lending or business leasing provision and understand how we help customers move forward.
• You can translate business customer needs into practical solutions that help business customers and intermediaries, and you understand better than anyone which digital and IT solutions can add value.
• You are a good stakeholder manager, able to move stakeholders at regional and head office level. You can implement the identified improvements together with your stakeholders.
• You can translate data and ideas into coherent, convincing presentations to persuade stakeholders.
• Strong analytical skills
• You are fluent in Dutch

Employment conditions & benefits

We want to ensure that you can strike the right balance between your career and private life. Find out more about our employment conditions at https://www.ing.jobs/nederland/Over-ING/arbeidsvoorwaarden.htm.

We want to make sure that you can find the right balance between your career and your private life. The benefits of working at ING include:

• A salary tailored to your qualities and experience between 5,212 and 8,387 euro gross per month based on 36 hours per week.
• A 36 or 40-hour working week in accordance with hybrid working (partly Amsterdam and partly from home).
• 24-27 vacation days, depending on your contract. Supplemented with extra diversity days and collective days off.
• Pension scheme
• 13th month salary
• Individual savings contribution (BIS), 3.5% of your gross annual salary
• 8% holiday pay
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Flexible working so new ideas come to life faster

Are you excited?

Upload your CV and motivation letter by clicking the “Apply” button.  You may also reach out first to the recruiter for this role at: jeroen.maassen.van.den.brink@ing.com

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. You can read more here: Working at ING