Customer Journey Expert - PEGA PO Trade

As a Product Owner (Customer Journey Expert), you are a senior Customer Journey Expert with the additional role of a Product Owner (PO) in the Trade department, within Transaction services. You provide a differentiating experience for our customers anytime anywhere at optimal value and profitability for ING WB. The Product Owner has end-to-end responsibility for the development, management, harmonisation and phasing out of products, services and processes and is familiar with the relationship between these. Furthermore, the Product Owner is responsible for the prioritisation of tasks in sprints to deliver features of an epic in time and in spec.

Your role and work environment

Transaction Services (TS) is one of ING WB core business lines. We offer a suite of WB products and services to corporate and institutional clients. We are a significant contributor to the growth and profitability of the WB. Our strategy is aimed at ensuring that we continue to support sustained growth for the WB by delivering competitive and relevant TS products.   

The purpose of the TS Delivery Management organization is to make our clients successful by offering them seamlessly integrated TS solutions. We have a global mandate to improve products in such a way that internationally operating clients experience ING as one bank across the entire ING network. We have the asset ownership for all IT assets in scope. We are responsible for the delivery of services to our clients and stakeholders

The PEGA PO with an ING WB - wide scope. In self-managing multidisciplinary teams (squads) together with other experts within ING's Agile organisation you will work on a joint end-to-end mission. You fulfil the role of Product Owner within the PEGA squad in Trade, keeping track of what is achieved within a squad and the priorities used.

In this PO role you will have an eye on the long term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the Trade squads as it relates to the customer experience design across products, countries, and channels. You are strong in tracking the progress and reaching out to the end users of the journeys, mainly the colleagues within Trade

Your key responsibilities

As a Product Owner (Customer Journey Expert), you:

• Are representing the voice of the customer, have a strong vision how to attract and retain them and focus on continuously improving their journeys.
• Reimagine journeys with cross functional teams and manage collaborating across functions to build truly seamless end-to-end journeys.
• Will share the responsibility to provide a differentiating experience and realise change by design, develop & implement services for our clients from an end-to-end mind-set, allowing them to stay a step ahead in life and business.
• Determine – in consultation with your Delivery Area Lead– the features and users stories that improve the customer and user experience and co-manage and prioritize the backlog.
• Define business requirements for the development of services and play a supporting role in the QBR.
• Maintain contacts with end users and stakeholders in the Client Servicing organisation and pro actively manage their expectations, as well as with external parties and support the Product Area Leads and Chapter Leads.
• Have an up-to-date view on the expertise of Customer Journey thinking and you keep track of relevant developments and innovations (internal and external).
• Evaluate our way of working with the aim to continuously improve.

We are looking for

• An entrepreneur who combines client focus with delivery power.  
• Your product knowledge with adequate technical understanding.
• Your ability and drive to contribute to product delivery and development of expertise.  
• Your ability to simplify complexity and drive operational excellence.  
• Your ability to promote and embed delivery culture in the organization.
• A colleague with analytical skills who takes decisions based on data and facts. 
• Strong resilience: your ability to navigate through ambiguity and simplify complexity.
• A pro-active, creative and an out-of-the box thinker.  
• An open and transparent communicator. 
• An energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behavior.    

Proven track record and skills required

• Master’s or bachelor degree.  

• More than 10 years’ proven track record at working with clients and designing customer journeys.
• Experience with workflow integrations (PEGA)
• Experience or affinity with the Trade products (TFS/WCS).
• Experience and/or affinity to deliver results together with the IT engineers. 
• Excellent written and verbal English communication skills.  
• Experience in guiding and realising change in international roles.
• Personality and the capabilities to optimally function within an Agile environment.

Rewards & benefits  

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us 

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!