Customer Journey Expert – Online Origination Journeys (Business Lending)

We redefine banking. What about you?

At ING, we are on a journey centered around digital, scalable and customer-driven solutions. Within the Business Lending tribe, the Online Origination cluster focuses on maximizing new production of Easy Lending products through seamless digital channels and superior customer experience.

Your role & work environment

As a Customer Journey Expert (CJE) within the Online Origination Journeys cluster, you will work in cross-functional agile squads to design and deliver end-to-end digital lending journeys. You will focus on growing new production through Easy Lending and online channels, ensuring an optimal balance between customer experience, commercial impact, risk and regulatory compliance.

You will operate in a fast-evolving environment driven by digital innovation, data insights and continuous optimization.

Key responsibilities

• Design and optimize end-to-end digital lending journeys to maximize conversion and customer satisfaction

• Drive new production growth for Easy Lending products via online and digital channels

• Translate business strategy into concrete initiatives within your squad

• Use data & performance insights to identify opportunities and prioritize improvements

• Ensure compliance with regulatory, risk and data requirements

• Improve funnel performance (acquisition, conversion, drop-off reduction)

• Collaborate with stakeholders across product, risk, sales and IT

• Continuously improve processes and ways of working

We are looking for

• Strong customer and digital mindset, with focus on online journeys

• Entrepreneurial attitude and ability to drive initiatives end-to-end

• Strong analytical skills and data-driven decision making

• Experience in process optimization and digital product development

• Ability to manage complex stakeholder environments

• Strong communication skills and impact

• Proven planning, organizational and project management skills

• Affinity with business lending is a plus

• Experience with conversion funnels / digital KPIs is an asset

• Native in FR or NL and Fluent in English

• Master’s degree or bachelor’s degree with relevant work experience

We offer

• A key role in driving ING’s digital lending growth strategy

• Exposure to impactful and visible initiatives (new production, digital performance)

• Agile and dynamic multicultural working environment

• Opportunities for personal and professional growth

• Hybrid working environment with flexibility