Customer Journey Expert ILM Mortgages

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...