Customer Journey Expert - Origination, Advisory & Digital Channels

At ING, we are transforming the way we deliver on digital journeys and deliver operational excellence in lending. We’re looking for a motivated and detailed-oriented Customer Journey Expert (CJE) to join the Origination, Advisory & Channels product area with Tribe Lending.

In this role, you will report directly to the Product Lead – Origination, Advisory & Channels and act as a key driver of the Nexia regulatory assessments and covenant monitoring processes across the Lending Tribe. You will translate regulatory requirements into clear business and process changes, coordinate with product teams to ensure successful delivery, and embed risk assurance into design of our lending processes.

The Team

You’ll be part of a cross-functional product area that ensures lending journeys are compliant, controlled, and efficient. Working with Product Leads, Product Managers, multiple departments and Risk specialists you’ll help shape how regulatory requirements and risk frameworks are embedded into day-to-day processes, ensuring that ING delivers value to customers while meeting external and internal standards.

Role and responsibilities
As Customer Journey Expert, you will:

• Report to the Product Lead – Origination, Advisory & Channels
• Manage and deliver regulatory projects across Tribe Lending, ensuring compliance and business readiness
• Translate regulatory requirements into customer and process journeys for the Nexia team
• Work with Product Managers and Change Expert to ensure regulatory changes are embedded in platforms and processes
• Partner with Risk Assurance and Compliance colleagues to design controlled, audit-ready solutions
• Support testing, validation, and stakeholder communication around regulatory change
• Promote “first time right” delivery by ensuring clarity, documentation, and alignment.
• Act as a role model for ING’s Orange Code behaviours- take it on and make it happen, help others succeed, and always stay one step ahead.

How to succeed
We’re hiring you for your potential and vision. Our expectation is that you’ll stay curious, keep learning, and lead with impact. In return, we’ll back you to grow into an even stronger version of yourself. This role requires a blend of regulatory awareness, delivery skills, and collaboration. You’re comfortable working in a complex environment, engaging stakeholders across business and risk, and ensuring that changes are well understood and implemented

The skills and experience we’re seeking:

• Experience in regulatory change, risk, or operational design
• Strong analytical and problem-solving skills
• Ability to translate complex requirements into simple, executable journeys
• Detail orientation with a focus on compliance and risk assurance
• Excellent collaboration and communication skills across functions
• Resilience and flexibility to manage multiple priorities.
• A mindset that combines ownership, teamwork, and continuous improvement.
• An AI first mindset in terms of driving regulatory changes

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at Benefits in the Netherlands  

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.