As an AI Business Translator, you are the key link between mortgage operations and AI capabilities within the Mortgages domain. You identify opportunities, shape use cases, and ensure that AI solutions truly deliver value in practice. You also continuously challenge whether AI is the right solution, or whether elimination, rationalisation, a policy change or digitisation can help customers better, faster, and more cost-effectively.

You combine a strong understanding of business processes with a solid grasp of AI possibilities. By translating needs into clear requirements and guiding initiatives from idea to implementation and adoption, you help accelerate data-driven and AI-powered improvements across the organisation.

What you are going to do

In this role, you lead successful application of AI in mortgage processes and customer journeys. Your focus is to ensure we solve the right problems, and that the solutions actually work for the people who use them every day.

You translate business challenges into clearly defined AI use cases, co-design solutions with engineering teams and the users, and ensure those solutions are adopted in practice. You own the ‘last mile’ of AI implementation, turning technical capability into operational reality. This means defining how AI-enabled workflows should work in practice, what should remain human judgement, how adoption should be organised, and how impact should be measured and improved over time.

Your main responsibilities include:

• Leading the identification and shaping of  AI opportunities in collaboration with Product Owners, business teams, and process experts
• Translating complex business challenges into clear, structured AI use cases and success criteria
• Translating business processes into clear and detailed requirements for agentic solutions, including the required data mapping and AI agent orchestration design. These requirements provide the foundation for Data Scientists and AI Engineers to develop and implement the solution
• Provide input for prioritisation based on business value, feasibility, and strategic alignment
• Designing AI-enabled workflows, defining what AI handles versus human judgment, operational controls and setting clear acceptance criteria
• Orchestrating end-user involvement, testing, implementation and adoption of AI-enabled workflows
• Ensuring solutions meet compliance and risk requirements in collaboration with second line of defence
• Tracking and communicating business value, such as handling time, quality, throughput, customer impact and employee experience
• Driving continuous improvement after implementation and identifying opportunities to scale successful AI solutions
• Acting as a sparring partner for Product Owners, business leads and delivery teams on the practical application of AI in the Mortgages domain

What we offer you
You will join an ambitious AI environment where GenAI solutions are already being applied in production. You will have the opportunity to drive impactful AI use cases, collaborate with stakeholders across the organisation, and play a key role in embedding AI into daily mortgages  processes.

This is a role with visible business impact. You will work on initiatives that directly contribute to more efficient processes, better customer journeys, improved quality and a more future-ready organisation.

We combine this with attractive employment benefits:

• Salary between €5,933 and €7,910 (based on a 40-hour workweek), depending on your knowledge and experience
• 40 hours working week (if you want, you can also opt for a 36-hours working week)
• 13th month and holiday allowance are paid with your monthly salary
• 27 vacation days for a 5-day working week and three Diversity Days
• A modern pension administered by BeFrank
• Plenty of training and learning opportunities
• NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometres travelled
• Allowances for setting up your home office and for internet use

We work in a hybrid model, combining working from home with two office days per week in Rotterdam, next to Central Station.

Who you are

You are a senior professional, who naturally connect people, ideas, and domain. You  combine analytical thinking, business sensitivity with strong communication skills. You have a clear interest in customer service, business processes, human behaviour, AI and innovation. You understand operational mortgage processes (or are able to adopt the knowledge easily), what drives operational performance, and where challenges arise. Experience in banking and/or mortgages is a strong advantage, as it helps you navigate the business, risk and compliance context in which AI solutions need to land.

On the technology side, what matters most is intrinsic motivation: you are genuinely curious about AI, actively experiment with AI/LLMs and see the potential of applying AI to real operational challenges. You do not need to build solutions yourself, but you naturally turn to  technology when you see inefficiencies.

For this role:

• You have a Bachelor’s or Master’s degree, or equivalent working and thinking level
• You bring 4 - 5 years of experience in business analysis, process improvement, product management, digital transformation, or consulting, preferably within financial services or a regulated environment
• You have experience and drive in working at the intersection of business and technology, collaborating effectively across different domains
• You are able to lead the shaping of complex use cases, from problem definition and value assessment to requirements, adoption and impact measurement
• You demonstrate business empathy: you understand operational processes (preferably in mortgages), recognise where the opportunities for improvement are, and have the drive to realise these through the use of AI and automation in day-to-day practice
• You are able to simplify complexity by translating business processes into clear and practical requirements. This includes defining data requirements, data mappings and AI agent orchestration needed to design effective agentic solutions
• You are comfortable with ambiguity and able to shape direction in an emerging and fast-evolving AI landscape
• You interact and align easily with stakeholders without formal authority and drive alignment across teams
• You combine a proactive, ownership-driven mindset with strong communication skills and a passion for delivering tangible business impact
• Preferably, you have experience with AI/ML initiatives, for example as business lead, business analyst, data scientist or stakeholder
• Dutch language proficiency is preferred

Who you will work with

You will work in a cross-functional delivery team alongside data scientists, AI engineers, UX/UI designers, and a product owner. This is not a siloed role, you are embedded in the team that builds, and simultaneously connected to the business that uses the solutions.

You act as the connective tissue: ensuring that what gets built reflects real operational needs, and that what gets delivered is truly adopted. On one side, mortgage operations professionals who understand the daily reality of processing applications. On the other, technical teams building intelligent automation. In between: risk and compliance teams and architects. Your role is to bring these perspectives come together,  make complexity manageable and ensure that AI solutions deliver real and measurable impact in practice.

You work on improving the efficiency of mortgage processes and customer journeys across the entire Mortgages domain. In practice, this means that for each project you collaborate within a specific product team and may move to a different team for the next project.

Any questions?

If you have any questions about the job, you can reach out via phone or WhatsApp to Rogier van Dijk, Manager Customer Journey via 06 153 227 03. Any questions about the process can be directed to Liselotte van der Zeeuw (Senior Talent Acquisition Specialist), via [email protected].