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Squad Master & Customer Journey Expert for Operational Excellence
lead · Retail & Commercial Banking
At ING, we're on a mission to make the home-buying and home-owning journey as simple, intuitive, and seamless as possible. To help us achieve this, we're looking for a Customer Journey Expert & Squad Master who is passionate about creating meaningful customer experiences while driving the successful delivery of digital solutions.
Your new role
In this unique role, you'll combine customer-centric thinking, business analysis, and Agile delivery leadership. You'll work at the heart of our Home & Collections Tribe, collaborating with business and IT stakeholders to shape the future of our customer journeys and bring innovative ideas to life.
Within the Home & Collections Tribe, you'll work on a wide variety of challenges, ranging from customer experience and digital products to IT delivery and innovation, giving you the chance to continuously learn and grow. We invest heavily in craftsmanship and personal development, while also encouraging you to explore interests beyond your role through communities, ambassador programs, and cross-functional initiatives.
Your key responsibilities
As our new Customer Journey Expert & Squad Master for a team of 12-15 FTE, you'll combine end-to-end journey ownership with agile delivery leadership. You'll be responsible for translating business ambitions into impactful customer solutions while ensuring your squad has the structure, focus, and direction needed to deliver successfully.
As a Customer Journey Expert
You design end‑to‑end solutions and customer journeys that bring the dream home experience to life — seamlessly supporting both the Lead‑2‑Cash process and Customer‑In‑Life management.
You translate business needs into clear, actionable requirements and shape them into well‑defined IT deliverables that guide development with precision.
You ensure an excellent and reliable employee and customer experience, continuously balancing usability, operational efficiency and commercial impact.
You take full end‑to‑end ownership of your roadmap — from initial design through implementation — including business and functional analysis, testing, and stakeholder management.
As a Squad Master
You organise and coordinate the squad, ensuring effective agile ceremonies, clear priorities, transparent follow-up and alignment on objectives, commitments and dependencies.
You own the squad roadmap and backlog, translating strategic milestones into an actionable plan for the current quarter and the next two quarters, in close collaboration with the Product Lead.
You ensure continuity of the delivery pipeline, proactively managing planning, capacity, stakeholder commitments, dependencies and impediments to maintain a steady flow of work for business analysis and IT development.
You are accountable for delivery governance and reporting, providing transparent visibility on progress, business impact, risks, delays and challenges to the Product Lead and through the relevant portfolio and governance channels.
How to Be Successful
You are a natural connector who brings people together around a shared vision and can effectively influence stakeholders at all levels of the organization. You thrive in environments where business and technology come together, translating complex challenges into clear, actionable solutions that drive measurable value.
With a strong understanding of both business processes and IT delivery, you are comfortable balancing priorities, managing competing demands, and making informed trade-offs while keeping the end goal in sight. You take ownership from concept to implementation and enjoy working in a fast-paced Agile environment where collaboration, continuous improvement, and customer value are central.
You are curious, proactive, and not afraid to challenge the status quo. By asking the right questions and bringing structure to ambiguity, you help teams make better decisions and deliver impactful outcomes. A passion for innovation, automation, and AI-driven solutions will help you excel in this role.
What You'll Bring
A Bachelor's or Master's degree.
3-5 years of relevant experience in roles such as Product Owner, Squad Lead, Team Lead, or a similar position. Experience within the banking or financial services sector is an advantage.
Residence in Belgium and fluency in English, combined with either Dutch or French.
Proven expertise in stakeholder management, business analysis, and translating business needs into clear functional requirements.
Experience leading and motivating teams in a collaborative environment.
Strong affinity with IT architecture, solution design, and digital platform delivery.
Interest in automation, process optimization, and AI-driven solutions. Hands-on experience is considered a strong asset.
Experience working in Agile environments, including backlog management, prioritization, and delivering iterative improvements.
What Sets You Apart
You combine strategic thinking with a hands-on delivery mindset.
You can bridge the gap between business and technology with ease.
You are comfortable leading conversations, influencing decisions, and driving change.
You have a continuous improvement mindset and are always looking for smarter, more efficient ways of working.
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:
An attractive gross salary, depending on your job category and professional experience.
Flex Budget
20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
Profit Sharing
Reimbursement of your train or bus pass
Telephone subscription and internet allowance
Pension Plan
Hybrid working
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.
Questions or want to apply directly?
Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!