Job Description

We are looking for an experienced Customer Journey Expert who will take ownership of our In-Life Management (ILM) propositions within Mortgages NL and drive measurable customer impact.

Mortgages is one of the most impactful financial products in our customers’ lives. You help customers navigate one of their biggest financial decisions and support them during the entire lifetime of their mortgage. Within In Life Management, you actively contribute to improving customers’ financial health by helping them make better decisions related to their home, sustainability and affordability. Within Mortgages NL, you will focus on continuously improving the offering for our existing mortgage customers. While other teams focus on inflow (e.g., new mortgages), your responsibility lies in In-Life Management: helping customers improve their financial position throughout the lifecycle of their mortgage. You translate market developments, customer insights, regulatory requirements and data into concrete propositions, client outreach, product improvements and commercial initiatives — and ensure these deliver impact.

This role sits at the intersection of strategy, customer impact and execution. You won’t just design propositions — you’ll ensure they reach customers and demonstrably improve their financial health.

Your team

You will join the team responsible for ILM proposition development, within the Area Customer & Intermediary experience within Mortgages NL, combining proposition development, commercial execution and product management.

Roles and responsibilities

You are end-to-end responsible for ILM propositions, campaigns and client outreach and actively steer performance:

Customer activation

• You are responsible for creating high-quality content yourself (copy, messaging, and customer journeys), translating propositions and insights into clear, engaging and effective communication across channels.

• Initiate and optimize customer outreach via campaigns and owned channels

• Maximize customer impact within contact pressure and orchestration constraints

Proposition development & optimization

• Develop and improve ILM propositions (e.g., ESG, interest-only, retention, retrofitting)

• Translate customer, market and data insights into new propositions or improvements.

Stakeholder management

• Work closely with Risk, Marketing, Communication & Branding and stakeholders across the mortgage value chain including our distribution channels.

Data-driven performance management

• Monitor performance and continuously optimize based on data and customer behavior

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.

We are looking for the following knowledge and experience:

• You translate complexity into clear, actionable solutions

• You take ownership and drive results

• You combine commercial thinking with strong customer focus

• You make decisions based on data and facts

• You thrive in a stakeholder-heavy, regulated environment

• You don’t rely solely on agencies or stakeholders—you can create and refine content hands-on.

• You are a strong writer and storyteller, capable of creating engaging and clear customer communication yourself.

• Proven stakeholder management experience in a complex organization

• Experience as product manager, marketeer or customer journey expert

• Knowledge of the mortgage market is a plus

• Strong analytical and data-driven mindset

• Commercial mindset and ability to deliver impact

• Fluent in Dutch and English

• Bachelor’s or Master’s degree

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

Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you

Questions?

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