Required skills
- Business Analysis
- Customer Journey Mapping
- Product Management
- Mortgage Industry
- Stakeholder Management
- Process Improvement
- Digital Transformation
- Test Planning
- Functional Testing
- Data Analysis
Languages: Dutch
Job description
ING Hypotheken is seeking a driven Business Analyst / Process Specialist / Product Manager to join their 'Inlife Experience' product group. The role focuses on creating and improving digital customer journeys for existing mortgage clients.
Project overview
ATTENTION! - Only suitable for ZZP (No sub-contracting) Do you want to make a difference for ING's mortgage customers and work with your squad to create the best (digital) customer journeys? Within ING Hypotheken, we are looking for a driven Business Analyst / Process Specialist / Product Manager. Our customers deal with changing personal and economic circumstances daily that impact their financial situation. As ING Hypotheken, we not only help customers upfront with financing their ideal home, but we also want to be there for our customers during the term of their Mortgage product.
ING aims to become the leading provider in the mortgage market in all respects! It is our ambition to make the mortgage process a personal, easy, fast, and integral part of buying and owning a home. To fulfill our promises, these mortgage processes must be supported by IT systems that are future-proof. This means that in the coming years, we will work on a major migration project in which we can take a real step forward in terms of service. Therefore, we are looking for top talent with an innovative mindset who have customer focus, digital, and data in their DNA.
The Business Analyst position, at ING we call this Customer Journey Expert, is part of the 'Inlife Experience' product group. Within this product group, we are jointly responsible for the services we offer to our existing mortgage customers. This means we focus on improving and digitizing the journeys our customers go through during the lifetime of their mortgage, sometimes up to 30 years!
Your role
As a Customer Journey Expert, you create simple, digital, and personal journeys for all our mortgage customers. This can include: (intermediate) interest rate changes, (extra) mortgage repayments, construction deposits, or releasing a debtor from the mortgage deed after divorce or death. There is still a lot to be gained in all these journeys, and you won't do it alone, of course! You will work together in a team. Who, like you, are skilled and driven experts who want and can realize the very best solution for our customers.
How you are successful
You are proactive, curious, and ask in-depth questions in your continuous search for opportunities to make processes simpler and more effective. Furthermore:
Specifically, we are looking for:
What you bring:
Assignment details
- Your starting points are the customer, mortgage advisor, and employee. You investigate opportunities and needs by conducting sharp analyses or by translating laws and regulations into concrete solutions.
- You take responsibility and connect the dots in complex issues to come up with concrete improvement proposals.
- You know the (future) developments, competitors, and all other stakeholders in the field.
- You are a true team player and can bring people together to work towards the same goal, both within and outside your team.
- You have at least 5 years of experience as a business analyst or customer journey expert
- You have demonstrable knowledge of mortgages and understand the complexity of the product
- Stakeholder management comes naturally to you: you switch effortlessly between interests
- You take responsibility from start to finish: from design to implementation
- You have an eye for detail but never lose sight of the bigger picture
- You have experience in creating test plans and executing functional tests
- You are proactive, decisive, and results-oriented.
- A completed HBO or WO degree
- Experience with back-office processes and knowledge of linked (insurance) products is a plus
- Experience with Stater in a similar role is a plus
- Excellent command of both Dutch and English
- Affinity with the mortgage market and customer experience within this sector
- You demonstrably work data-driven and always put the customer first.
Project details
December 1, 2026
Until November 30, 2027
Hours: 36 hours per week
ING, Haarlerbergpark, Amsterdam
85 - 95 euros per hour
Structure: ZZP
Additional information
When you, as a supplier, offer a professional to us and they are placed, we will need information from you as a contracting party, including regarding the Chain Liability Act (Wet keten- en inlenersaansprakelijkheid). The purpose of the 'WKA' is to prevent abuse in the remittance of payroll taxes at all links in the chain; from supplier to client. We cover these risks for our clients through a blocked account, the G-account. This is an account to which a portion of the invoice amount is deposited and from which you can pay payroll taxes and VAT to the Tax Authorities.
The percentage to be deposited depends on whether you have SNA certification (NEN-4400-1 or NEN-4400-2) and whether your company is established in the Netherlands or abroad. You can apply for the G-account from the Tax Authorities. If you cannot obtain a G-account (and you can provide proof of this from the Tax Authorities), you also have the option to provide an accountant's statement (assurance report regarding personnel lending) every quarter. In this, a certified accountant (AA or RA) will issue a statement about the correctness, completeness, and timeliness of the remittances.
Please note that the costs for this statement are at your own expense.
- Start: 2026-11-30T23:00:00
- Location: Amsterdam Noord-Holland, NL
- Languages: Dutch
Indexed by 9am's meta-search. You are a job provider? Claim or manage this listing
Found on Striive (HeadFirst / Between)