Customer Journey Expert / Product Manager – Customer Data Management

Are you an experienced product manager with strong IT-delivery experience and a solid eye for details?

We are looking for someone willing to take ownership and contribute to improving the web, app and employee experience for our processes. It’s an exciting and challenging time to join the Customer Data domain. The next years, bold steps are to be made in moving our processes and data towards a scalable IT-platform and digitize processes towards our award-winning app and web platform.

Do you have affinity with developing and optimizing products and processes? 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

As Customer Journey Expert you drive the development of new functionalities for managing the data of ING’s customers: private individuals, self-employed, small and medium-sized enterprises and mid-corporates. Various triggers in their customer lifecycle with ING may give rise to the modification of their data. Examples are changes in a business customer’s legal form, legal name, hierarchical ownership structure and contact details. Your team oversees the functionalities in the web, app and employee platforms that cater for the management for these customer data attributes. In your role you are responsible for determining requirements for these functionalities, design the corresponding customer and employee journeys, align and convince your stakeholders and ultimately convert all this into working software together with your development team.

Your team

The day-to-day team resides within the Customer Data area of Tribe Digital Business Banking. This area consists of 25 squads and oversee a variety of processes for the management of customer data such as: names, business entities, addresses, roles and mandates. Your team consists of fellow Customer Journeys Experts and several back-end engineers. These colleagues are located across Amsterdam, Leeuwarden and abroad. It is therefore expected to travel occasionally to our location in Leeuwarden. In your day-to-day work you will also interact with many other teams across ING departments due to the core activities that Customer Data provides for adjacent parties within the bank.

How to succeed

We expect you to take up responsibility, to be proactive and to drive your team to success. You are therefore a team player, have superb problem-solving ability and can drive project 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 to identify areas of improvement.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.
• Balance the optimal customer value and the profitability for ING.
• Are proactive and enjoy working in multidisciplinary teams within an agile environment.
• Can provide and request constructive feedback to your colleagues and foster an environment in which your colleagues including yourself can excel.
• Are fluent in Dutch verbally and written (prerequisite) and English.

About you

Ideally, you have:

• A bachelor’s or master’s degree.
• At least 5 years of relevant experience in product management, consultancy or as business process analyst.
• A firm understanding of customer and employee needs, and the ability to retrieve these.
• A curious mindset for the underlying application architecture and IT-landscape.
• Strong analytical skills and the ability to take decisions based on data and facts.
• Solid communication and collaborate skills to interact with 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 condition. You can find out more about our employment conditions here. Among other we offer:

• 36-hour work week.
• Hybrid working location, with the office located in Amsterdam.
• Salary tailored to your qualifications and experience.
• Attractive pension scheme.
• Mobility card.

Interested?

Please upload your CV and motivation letter by clicking the ‘apply’ button.