Lead Customer & Intermediary Experience

The Tribe Mortgages NL is pivotal in shaping ING’s impact on the Dutch housing market, supporting over 650,000 homeowners with financial resilience and sustainable living. The ING Mortgages NL portfolio, representing more than €125 billion in assets, is the foundation of ING’s long-term success and profitability and deep, trusted relationships with clients and business partners. Closing a mortgages is seen as the start of a lifelong partnership, with ING committed to guiding clients towards financial wellbeing and a more sustainable future, whether they engage via intermediaries or directly with ING. Building on the ING-wide purpose and the Dutch Retail Banking “Be First” strategy, Mortgages NL will “grow the difference with superior experiences for customers and intermediaries that match the needs and emotion of the moments that matter”. The horizon of this is clear: to be most loved, most impactful, and most valued, with financial health at the heart, sustainability as the norm, and digital leadership as our standard. This “Next Level” strategy is detailed in big bets and enablers, to give direction to customers, colleagues and ING.

Customer & Intermediary Experience

This area is dedicated to delivering an exceptional experience for clients and intermediaries across the mortgage lifecycle. It brings together four Product Teams to ensure a compliant, future-ready mortgage portfolio, a robust IT landscape, and seamless in-life processes that enhance both customer and employee satisfaction. The area drives impactful commercial initiatives focused on retention, retrofitting, and financial health, including outreach on ESG risks and interest-only mortgages. Its mission is to build strong, lasting relationships through operational excellence and strategic efforts that foster loyalty, sustainability, and digital innovation.

Product Team ILM Proposition Development manages in-life activities such as ESG outreach, retention, partnerships, and product optimization. Service Excellence guarantees both efficient and well-controlled processes. Enabling Customer Service takes responsibility for a reliable IT-landscape, including backend systems like HYPOS and programs such as Morse. Financial Health Services develops and maintains digital tools like Upgrader, Upgrade Check, and Mortgage Check to support sustainable living and customer engagement.

Purpose of the job

You lead the area (4 direct reports and ~45 indirect reports excluding Tech), driving strategic vision and operational excellence to deliver outstanding, compliant, and digitally innovative experiences for clients and intermediaries throughout the mortgage lifecycle. You are accountable for designing and continuously improving all customer and intermediary journeys across 650,000 ING households, ensuring superior service and alignment with ING’s ambitions for growth and sustainability. In this role, you own portfolio performance, focusing on retention, execute the Morse programme to accelerate digital transformation, steer priorities on financial and planetary health, oversee proposition development, sustainability services, and data-driven reporting for transparency and impact and ensure strong product leadership, regulatory compliance, and collaboration across four Product Teams. You combine strategic leadership with hands-on delivery to strengthen loyalty, foster sustainability, and advance ING’s digital innovation agenda.

Roles and responsibilities

The roles and responsibilities can be succinctly summarized in six key areas:  customer portfolio management, strategic product management, customer and intermediary experience, ESG strategy and execution, stakeholder Engagement and transformation.

• You are accountable for the financial and customer performance of the mortgage portfolio, focusing on growth, retention, risk management, and improving customer financial health.
• You oversee end-to-end product and process management (excluding origination), set strategic direction, ensure continuous improvement, compliance, and operational integrity.
• You enhance the end-to-end experience for customers and intermediaries, drive digital adoption, improve satisfaction scores, and ensure seamless, user-friendly processes.
• You accelerate sustainability initiatives, reduce CO₂ emissions, increase A-label inflow, and ensure compliance with ESG policies and regulations.
• You engage and align internal and external stakeholders, integrate feedback, represent interests in forums, and support strategic business planning.
• You lead digital transformation and change management, implement new solutions, foster continuous improvement, and ensure alignment with strategic objectives.

These responsibilities are reflected in KPIs on e.g., portfolio growth and churn, product performance and process efficiency, customer satisfaction and digital adoption, CO₂ reduction and sustainable loan uptake, stakeholder satisfaction, and achievement of transformation milestones.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. This role calls for a strategic, customer-obsessed leader who combines operational excellence with digital innovation to shape the future of mortgages at ING.

• You bring a master’s level background and extensive experience in financial services, with deep expertise in mortgages, portfolio management, sustainability and digital transformation.
• You have at least 10 years of relevant work experience, of which at least 5 years in a comparable role with end-2-end responsibility for customer and intermediary journeys regarding mortgages.
• You have extensive experience in direct interaction and negotiation with internal and external senior stakeholders, with a track record of influencing sector-wide standards and best practices.
• You champion customer and intermediary experience, raising satisfaction and digital adoption, and ensuring seamless, user-friendly journeys.
• You have expertise in embedding sustainability strategies, including CO₂ reduction and A-label inflow and retrofitting, with tangible results in sustainable lending and regulatory compliance.
• You have a track record in designing and implementing digital transformation programs, with measurable improvements in client satisfaction, digital adoption, and operational efficiency.
• You have successfully led multidisciplinary teams, including product owners, process managers, IT specialists, and marketing professionals in a highly regulated and data-driven context.

It goes without saying that you are an example for our orange code: you take it on and make it happen, you help others to be successful and you’re always a step ahead. If you thrive at the intersection of strategy, customer experience, and digital change, this role empowers you to drive impact for ING Mortgages NL and shape industry standards. As Lead Customer & Intermediary Experience, you are a member of the Mortgages NL Leadership Team and report hierarchically to the Tribe Lead.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
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Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.