Customer Journey Expert Mortgages

Finance Business Support Customer Journey Expert Mortgages (In Life eXperience) Senior Amsterdam Als Customer Journey Expert Mortgages (In Life eXperience) bij ING verbeter, realiseer en optimaliseer je digitale hypotheekjourneys in Mijn ING en de ING app, vertaal je klantfeedback naar concrete verbeteringen en stuur je samen met business, IT, UX, risk en operations op klantwaarde, risico en haalbaarheid. Direct solliciteren Neem contact op Automatisch verbeterd voor betere leesbaarheid Customer Journey Expert Mortgages (In Life eXperience) Role purpose: Own and improve the end-to-end mortgage customer journey, optimizing in-life experiences through data-driven insights, cross-functional collaboration, and continuous delivery of customer-centric enhancements. Core responsibilities - Analyze and map customer journeys across mortgage in-life stages (e.g., servicing, changes, renewals), identifying friction points and improvement opportunities. - Define, prioritize, and deliver journey improvements with measurable impact on customer satisfaction, operational efficiency, and risk outcomes. - Translate customer needs into clear requirements, user stories, and acceptance criteria for product and delivery teams. - Monitor journey performance using KPIs, customer feedback, and behavioral data; run experiments and iterate based on results. - Align stakeholders across business, operations, IT, compliance, and marketing to ensure consistent customer experiences. - Ensure changes meet regulatory, compliance, and quality standards for mortgage products and servicing. Required skills and experience - Experience in customer journey management, product ownership, or process optimization within mortgages or retail banking. - Strong analytical skills: KPI design, funnel analysis, root-cause analysis, and insight generation from qualitative and quantitative data. - Ability to write clear functional requireme...