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Customer Journey Expert PEGA Real Estate Finance in Amsterdam

The... We are looking for a Customer Journey Expert (CJE) for Real Estate Finance (REF) Delivery to work on the (digital) real estate proposition for all segments within ING. You will join one of our multifunctional PEGA...


The opportunity

We are looking for a Customer Journey Expert (CJE) for Real Estate Finance (REF) Delivery to work on the (digital) real estate proposition for all segments within ING. You will join one of our multifunctional PEGA squads (bus-dev-ops). Within ING Real Estate Finance we are working on a program to build a digital customer offering. PEGA plays an important role in this to support the internal workflow and digitalization of key processes. As CJE you are always working on the design and realization of the best  experience for our customers. You are a product developer, formula manager, communication officer and marketer in one. You make it possible for our customers to arrange their Real Estate-related banking easily, quickly and efficiently. 


Various squads within the Delivery organization are contributing to the strategic goals of ING REF. The teams are designed using agile scrum methodology and working on the common goal at the QBR. 

Your chapter brings expertise in the field of developing digital solutions, the translation from business to IT development and proposition validation by experiment. With this expertise you can develop appealing propositions for the sector real estate which will help our clients moving forward. 

Role and responsibilities 

As a Customer Journey Expert you have a good balance in thinking and doing. Customer perspective is your primary driver and decisions are made data driven. You have a passion for digitizing business processes. Experience with PEGA is much appreciated. You can translate business demands to IT. You take the lead in complex questions that require a good balance between an optimal process and the required IT investment. As a result of your considerations, you give the development team a head start.

You challenge proposed solutions and come with alternatives that are in line with the IT architecture. To prevent manual entry of information, you think of creating the optimal connections with other systems. You keep your expertise from the real estate target group continuously up to date and proactively share your knowledge with your colleagues. Together with your (multidisciplinary) squad you are responsible for realizing your squads mission. You take initiative and operate independently, but you find good cooperation and joint realization of the objectives is at least as important. 

  • You deliver business requirements to the PEGA squad 

  • Work together with business & IT squads to realize our ambitions (The squad plans the work in sprints of 2 or 3 weeks)

  • Collect business requirements, you look for coordination with the parties as part of the operational processes. 

  • The squad is a multidisciplinary team consisting of 4-9 Customer Journey Experts and one Product Owner. 

  • The squad works agile which means that the design, development and delivery is repeated and with each repetition a part of the product is delivered (a 

  • Responsible for stakeholder management with various squads, Area 

  • Leads in the Tribes involved and external IT partners. 

  • Rresponsible for the design, development and delivery of (parts of) the finished product. In addition, the CJE is responsible for coordinating the development in IT with whom we work together. 

  • The CJEs are self-organizing and responsible for the quality of the 

  • You follow the latest developments in its own area of interest 

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. 

Our ideal candidate is an energetic, stress-resistant and result-oriented professional. You are a real team player who goes for the common goal. You can see both the broad lines expand as zoom in on the details so that nothing is overlooked. In addition, you are strong in persuasion and a go-getter who does not accept "no" or "cannot" as an answer. We are always looking for how we can achieve our goals and knows colleagues from different 

levels in this regard. 

Furthermore, you have:

  • Fluent in Dutch and English (verbal and written), C2 level
  • 3-5 years of relevant work experience 
  • Academic work and thinking level 
  • Demonstrated experience in stakeholder management at different levels 
  • Strong affinity and experience with Agile working 
  • Strong affinity with IT 
  • Experience with PEGA is a plus 
  • Demonstrated experience in communication with large groups (customers, staff) 
  • Expertise in customer experience, digital development solutions 
  • Affinity with business / the corporate real estate market 

    Rewards & 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 .  

    The benefits of working with us at ING include: 

    • A salary tailored to your qualities and experience 
    • 24-27 vacation days depending on contract 
    • Pension scheme 
    • 13th month salary 
    • Individual Savings Contribution (BIS), 3.5% of your gross annual salary 
    • 8% Holiday payment 
    • Personal growth and challenging work with endless possibilities 
    • An informal working environment with innovative colleagues 
    • Work Agile, so new ideas come to life faster 


    Want to apply directly?

    Please upload your CV and motivation letter by clicking the “Apply” button. 


    About us 

    With 57,000 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 and apply today!

    Extra informatie

    Fulltime (ervaren)

    Amsterdam | ICT / IT / Programmeur | Fulltime (ervaren)

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