Customer Journey Expert – Mortgage Channels (w/m/d)

With over 9 million customers, ING is the third largest private customer bank in Germany. Whoever works at ING doesn't just do a job. Working with us is the chance to change something. How you doing? By touching the lives of millions of people as a global bank and aiming to have a positive influence on society and our planet. And by staying human, close and personal thanks to our start-up mentality – as unbanky bank.

Customer Journey Expert – Mortgage Channels (w/m/d) at Frankfurt

You are an experienced guide of the customer journey, knowing their individual sections like your western pocket and can write a complete travel report? A corporate culture where you can meet at eye level, learn from each other and be colourful of life cycles, you'll find just as good as us? Perfect! Then you are the right person to look at the sales channels in our building financing through the customer glasses and to improve the customer experience in a targeted manner. This place is limited to a maximum of 12 months.

Your focus is on the sales opening sections of our building financing. Strategically and conceptually, you are in the sleeve here in terms of optimising the customer experience and accessibility. Of course, you know the channels that our customers use daily, like your own west pocket. The actual processes of the customer journey and experience take you under the look, identify vulnerabilities, discover optimization potentials and also have market developments on the radar. Thanks to your accumulated knowledge, you translate the results of your analyses into sustainable measures and, of course, you will be able to achieve economic, compliance and quality. Safety and Quality first: You regularly test the requirements in the End-to-End area, write and document them. Against the background of legal and regulatory regulations, you can ensure that these comply with ING standards. In order to keep everything smooth in the background, in close consultation with the Support Group, you will keep the assets transferred to you in view and ensure that everything meets the regulatory requirements – clean, safe and compliant.

Studies in Finance, Business Informatics or Comparative Qualification / Education Multiannual practice in building financing, ideally as a customer journey expert*in with expertise in sales channels, as well as knowledge of relevant systems (e.g. for opening lines or tools such as Postman and Screenreader) Finded knowledge of manual and automated test methods as well as in error analysis and correction (end-to-end testing or E2E testing) Extensive understanding of the design of technical requirements and their implementation Funded know-how in stakeholder, process and (agile) project management Excellent analysis, presentation and communication skills to convey complex ideas clearly and understandably Innovation joy and a sense of sustainable solutions German and English flowing in word and writing

Operating pensions, asset-effective services, free Deutschlandticket & Bike LeasING, operating restaurant Hybrid work model: In addition to work in the office, you can also work on the mobile – as part of operational, legal and regulatory requirements. Individual working time models, Sabbatical, support for care & childcare costs Own budgets for personal development and health plus personal equipment budget for your mobile workplace JOBV1_EN