Senior content maker / Customer Journey Expert / Product- & Process Manager - Tribe Business Lending

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📌 Core Information

🔹 Job Title: Senior Content Maker / Customer Journey Expert / Product- & Process Manager - Tribe Business Lending

🔹 Company: ING

🔹 Location: Netherlands

🔹 Job Type: On-site / Hybrid

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 2, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Enhancing the customer journey for Business Lending clients
• Implementing IT changes and process improvements
• Collaborating closely with IT engineers and stakeholders
• Working towards digitalization and scalability of applications

ASSUMPTION: The role involves a mix of product management and customer experience strategies focused on improving business lending services, which likely requires balancing innovation with regulatory compliance.

📋 Key Responsibilities

✅ Develop optimal customer journeys for Business Lending across all channels.

✅ Collaborate with IT squads to enhance applications and processes.

✅ Stakeholder management across Sales, Customer Loyalty Teams, and Credit Risk Management.

✅ Work on digital, customer-driven processes in new workflow systems.

✅ Solve internal problems and help implement financial sector policies.

✅ Provide documentation and support for system users.

ASSUMPTION: Responsibilities include a strong focus on stakeholder collaboration and process digitalization to achieve seamless customer interactions and improve internal systems.

🎯 Required Qualifications

Education: University or master’s degree

Experience: Minimum of six to seven years' relevant work experience

Required Skills:

• Excellent English communication skills
• Proven expertise in customer journey creation and product management
• Strong organizational and problem-solving abilities

Preferred Skills:

• Dutch language proficiency
• Financial background, especially in Business Lending

ASSUMPTION: Candidates should be adaptable, proactive, and skilled in both process improvement and stakeholder engagement to address dynamic customer needs and industry challenges.

💰 Compensation & Benefits

Salary Range: Tailored to the role within job scale 10 to 12

Benefits:

• A 36-hour work week with a hybrid arrangement
• 24 vacation days, pension plan, and 13th-month salary
• Individual Savings Contribution at 3.5% of gross annual salary
• 8% holiday payment and opportunities for personal growth

Working Hours: 36 hours per week, combining home and office work

ASSUMPTION: The benefits package is competitive for the industry, emphasizing work-life balance and professional development.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services, focusing on commercial lending and advisory services

Company Size: 501-1,000 employees, offering diverse career opportunities within a sizeable corporate structure

Founded: Not Specified

Company Description:

• Offers a full range of wholesale financial products
• Prioritizes sustainable practices in lending and financing
• Operates broadly across the Americas

Company Specialties: Not Specified

Company Website: http://www.ingwb.com

ASSUMPTION: ING focuses heavily on innovation and sustainability, aligning business lending services with broader economic and environmental goals.

📊 Role Analysis

Career Level: Senior level, requiring experienced professionals capable of leading strategic initiatives

Reporting Structure: Likely reports to a senior manager within the Business Lending Tribe

Work Arrangement: Hybrid, allowing both remote and on-site work

Growth Opportunities:

• Pathway to leadership roles within the Tribe
• Cross-departmental collaboration opportunities
• Exposure to international markets and innovative projects

ASSUMPTION: The role offers career advancement through leadership and development opportunities within ING's innovative business environment.

🌍 Location & Work Environment

Office Type: Modern offices with a strong emphasis on collaborative spaces

Office Location(s): Predominantly in Amsterdam with additional facilities across the Netherlands

Geographic Context:

• Accessible metropolitan location with robust transportation links
• Home to a vibrant and multicultural professional community
• Proximity to major financial hubs and industries

Work Schedule: Flexible working hours adapted to meet both personal and professional needs

ASSUMPTION: ING's location within the Netherlands provides a dynamic and supportive working environment conducive to professional growth and innovation.

💼 Interview & Application Insights

Typical Process:

• Initial resume screening by HR
• Follow-up interviews with hiring managers
• Final assessment tasks or panel interviews

Key Assessment Areas:

• Experience with customer journey and product management
• Ability to implement process improvements
• Communication and stakeholder management skills

Application Tips:

• Highlight your experience in customer journey optimization
• Demonstrate proactive problem-solving in past roles
• Emphasize adaptability within dynamic work environments

ATS Keywords: Customer Journey, Product Management, Stakeholder Engagement, Process Improvement

ASSUMPTION: ING utilizes a multi-stage interview process focusing on both technical capability and cultural alignment within the team.

🛠️ Tools & Technologies

• Workflow management software
• Customer Relationship Management (CRM) systems
• Data analysis tools

ASSUMPTION: Candidates with proficiency in modern workflow and CRM tools will be well equipped to navigate the technical aspects of the role.

👔 Cultural Fit Considerations

Company Values:

• Customer-centricity
• Innovation and sustainability
• Integrity and trust

Work Style:

• Collaborative and cross-functional
• Driven by data and continuous improvement
• A balance of independent initiative and team collaboration

Self-Assessment Questions:

• Do you have a track record of improving customer journeys?
• Can you confidently manage cross-functional stakeholder relationships?
• Are you adaptive and proactive in high-pressure environments?

ASSUMPTION: ING values individuals who align with their focus on customer-centric innovation and ethical business practices.

⚠️ Potential Challenges

• Balancing innovation with regulatory requirements
• Managing diverse stakeholder expectations
• Ensuring scalability and security in digital projects
• Navigating complex organizational structures

ASSUMPTION: The role may involve significant challenges due to the need for digital integration and compliance with industry standards and regulations.

📈 Similar Roles Comparison

• Emphasis on customer journey parallels positions in large consumer-facing financial institutions
• Focus on product management akin to roles in fast-paced tech environments
• Regulatory and risk balance seen in enterprise-level banking positions

ASSUMPTION: The role is comparable to senior positions in innovative banking institutions where cross-functional collaboration and customer experience are prioritized.

📝 Sample Projects

• Developing a seamless online application process for business loans
• Implementing new CRM systems to enhance customer interaction
• Streamlining internal processes for faster loan approval times

ASSUMPTION: Example projects will highlight an ability to drive digital transformation and improve customer service pathways.

❓ Key Questions to Ask During Interview

• What are the key performance indicators for success in this role?
• How does ING integrate innovation with regulatory compliance?
• Can you provide examples of successful customer journey enhancements?
• What opportunities exist for professional growth within the Tribe Business Lending?
• How does the team handle challenges related to process digitalization?

ASSUMPTION: Candidates should inquire about metrics for success, the emphasis on innovation, and growth prospects to gauge role viability and future potential.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a detailed resume highlighting relevant experiences
• Draft a motivation letter outlining your fit for the role
• Reach out to the recruiter for additional job insights
• Participate in the multi-stage interview process

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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