At ING we are looking for a Mortgages Customer Journey Expert (Temporary)
Your role and work environment:
We are looking for a talented and enthusiastic Customer Journey Expert to join our Mortgage Team of Home and Protection banking Tribe in a squad focused on Mortgage experience revolution
Your key responsibilities:
As Customer Journey Expert in Mortgage Experience Revolution you will:
Build a new advanced mortgage E2E process (GAIA program). Your aim is to deliver the fastest, easiest and more personalized mortgage experience of the market.
Be responsible for the functional design of this new platform to take our conversion, customer satisfaction and efficiency indicators to the next level, so that it becomes a competitive advantage to grow our business in the future.
Support PO to increase efficiency, reduce complexity, bringing the best experience in the moments of truth linked to mortgages and pursuing for innovative solutions
Translate business needs in requirements for the implementation.
Have a clear understanding of IT framework in ING and be acquainted with technology development.
Be an expert of your product & service prioritizing on value delivered for our customers in short cycles, defining a first MVP and improving with the feedback gathered
Be able to support complex programs, setting clear roadmaps and solving impediments
Be creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment where stakeholders and developers collaborate closely on a daily basis
What are we looking for?
Do you want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!
A leader of our Orange Code culture displaying the following behaviors:
Contribution to the ING One Agile Way of Working and safeguard the Orange Code
Ability to assume personal responsibility and address customer needs.
Focus is not on individual customers, but on the customer as a target group. You know what is going on with the customer, put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this.
Problem analysis and judgement: Recognize key information, problem identification, research, various methods of analysis, establishment of connections and anticipation are key to your job.
Strong analytical skills and a healthy level of curiosity are therefore vital.
Stay on top of trends and developments within their field and the market. Aside from that, it is of crucial importance to have knowledge of the customer's business and banking processes. Integrate acquired knowledge into performance of tasks.
Thinking in strategic terms. Based on professional expertise, a link is established between current events and business strategy and a long-term vision.
Initiative needed in improving products, processes and channel policies. Ensuring that creative ideas are also implemented.
Giving and asking for constructive feedback
By fulfilling the CJE role:
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Check out what is waiting for you!
Be flexible my friend.
Our model is all about flexibility and accountability. Keeping both our customers and our colleagues needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.
Restaurant card.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.
Our house will be your home.
In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance.
For you and all your family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special loans with more beneficial conditions.
Special mortgage conditions after 6 months working at the bank.
And you can benefit from our pension plan after 1 month with us!
More vitality and more belonging
360º care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Runners club with your own trainer.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.
Get to know Us
We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.
And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.
We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.
And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!
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Tu rol y entorno de trabajo:
Buscamos una persona con talento y entusiasmo para unirse al equipo de Hipotecas dentro del Home and Protection banking Tribe, en un squad centrado en revolucionar la experiencia hipotecaria.
Tus principales responsabilidades:
Como Customer Journey Expert en el área de Mortgage Experience Revolution:
¿Qué buscamos?
¿Quieres saber si este puesto es para ti? Estas son algunas de las cualidades que más valoramos. Si encajas… ¡no dudes en aplicar!
Buscamos una persona que lidere con los valores de nuestra cultura Orange Code, mostrando los siguientes comportamientos:
Requisitos:
Sabemos que el tiempo en el trabajo, los retos y el aprendizaje son importantes, pero… ¿y tu vida personal? En ING queremos que tu trabajo te llene en todos los sentidos, por eso cuidamos hasta el más mínimo detalle.
Descubre lo que te espera:
Somos más de 1600 personas con una misma idea: ayudar a nuestros clientes a construir un futuro mejor, dándoles las herramientas para llegar donde quieren.
Un banco 100% digital donde la tecnología, la innovación, la simplicidad y la transparencia son clave, y pionero en trabajar con metodologías ágiles.
Aunque estamos en España, formamos parte de un banco internacional presente en más de 40 países.
Estamos orgullosos de tener un equipo diverso y comprometidos con seguir desarrollando una cultura de Diversidad, Inclusión y Pertenencia que fomente la colaboración y la innovación.
Y aunque por fuera somos naranjas, por dentro somos verdes. Nuestra ambición en sostenibilidad es acompañarte en tu camino sostenible.
Hacemos que las cosas pasen, ayudamos a que otros tengan éxito y siempre vamos un paso por delante. Si te ves reflejado/a en esta forma de ser y trabajar… ¡te estamos esperando!
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