Customer Journey Expert

Are you an experienced product manager with strong strategic development experience and solid eye for details?

Customer Data is part of the Tribe Digital Business Banking domain at ING, providing the capabilities to retrieve, store and validate the data of retail and business customers. It’s a dynamic environment at the core of the bank’s operations as customer data is processed in a vast variety of processes such as: onboarding a new customer, changing an entity’s legal form and managing roles and mandates. In each of those instances it’s imperative to offer robust processes with a superior experience for our customers and colleagues.

Do you have affinity with performing customer research, analyzing data and making strategic choices? Does your curiosity spark towards the underlying IT-landscape? Do you have an entrepreneurial mindset who is able to take it on and make it happen independently? Then we are looking for you!

Your task

We are looking for a Customer Journey Expert who will drive the development of new functionalities for our customers’ roles and mandates processes. These functionalities are essential enablers for various adjacent processes across the bank. The main challenges for the upcoming medium term are to move towards a new, standardized and efficient mandate management landscape with a specific focus on self-service. This will provide our customers and employees with easy-to-use journeys to add and change roles and mandates to ING’s administration. As product manager you collect and analyze data. You create business propositions for the mid- and long term, based on this data and support the teams and Product Lead in setting up a strategy to deliver these propositions.

You set the functional requirements for the features, design corresponding customer journeys and together with your team translate these into working software. In addition, you will further expand, improve and maintain these functionalities in order to sustain with new developments and demands from stakeholders.

Your team

Your team, Elevate, resides within the product Authorisation Management, that consists of two teams (squads) whom are responsible for a variety of retail and business customer-facing processes. The value space consists of six Customer Journey Experts (product managers) and 12 IT-engineers.

Tribe Digital Business Banking is digitizing processes for its retail and business customers with the aim to process data real-time and offer a superior experience. The Customer Data area focusses specifically on processes involving data such as names, business entities, addresses, roles and mandates. This department consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer. With our processes and services we reside at the core of the bank and are therefore key in providing the daily financial needs of our customers!

How to succeed

You are a team player, have proficient problem-solving ability and can drive projects from concept to execution. As a customer journey expert / product manager you:

• Take ownership of your team’s processes, including vision, ideation, development, launch, growth and maintenance;
• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees in order to identify areas of improvement;
• Understand the need to comply with regulations and policies, but dare to debate alternatives;
• Balance the optimal customer value and the profitability for ING;
• Are able to identify and influence relevant stake holders;
• Are proactive and enjoy working in multidisciplinary teams within an agile environment;
• Are able to provide and request constructive feedback to your colleagues, and foster an environment in which your colleagues including yourself can excel;
• Are fluent in English (verbally and written).

About you

You have:

• A bachelor’s- or master’s degree;
• Relevant experience in product management, business analyst or consultancy;
• Firm understanding of customer needs and the skills to bridge IT and business;
• Curious mindset for the underlying application architecture, relevant IT-landscape and technologies;
• Realization skills with the ability to take on a challenge and make it happen;
• Strong analytical skills and the ability to take decisions based on data and facts;
• Solid communication and collaborative skills to interact with different stakeholders.

What we offer

We want to make sure that it’s possible for you to strike the right balance between your career and your private life, and reward people with a generous benefits offer and employment conditions:

• 36-hour work week
• Hybrid working location, with the team primarily located at our head office in Amsterdam and stakeholders located at our office in Leeuwarden
• Salary tailored to your qualifications and experience
• Ample opportunities to grow your mastery and enhance your skills

Convinced or questions?

Does all the above sound like a match? Let’s get in touch by clicking ‘apply’ and submitting your CV and letter of motivation.

Would you prefer more information first or an informal get-to-know? Please contact Durk Mous – Product Lead Authorisation Management.