CJE / Product Manager - Digital Provider Areas (mobile app) - Trust

Within the tribe Global Digital & Assisted Channels we are working every day on our mobile and web channel to provide our customers with the best digital experience. We have the ambition to be the best digital bank of Europe. Does this spark your interest? Or maybe you have ideas how we can further enhance our digital channels? This might be a great opportunity for you: we are looking for a Customer Journey Expert (CJE) to join our tribe. Are you excited to take on the challenge of continuously improving our digital channels? Join us!

We are looking for a customer journey expert who is interested to gain digital delivery experience (mobile app development). The global digital tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channel. Such as the technical foundation of the mobile app and web, mobile customer identification and app enrolments, (mobile) payments and self-service features. The various squads in our area develop and maintain mobile/web front- and backend applications in the ING Mobile Banking app for multiple ING countries. In general, we are constantly aiming to exceed expectations of our millions of app and web users across Europe.

In this role you will join the squad responsible for in-app profile management, PSD2 features, and trust related features (for example, recently launched Check the call!). This squad is formed with a Product owner, Android and iOS frontend developers and serves as part of the Payments & Trust product, where you and your colleagues together drive the evolution of all payments-related and trust-related features in the app.

As a customer journey expert, we expect you to be able to analyze customer and stakeholder feedback, and translate this analysis into improvements to our existing features or new feature together with colleagues from UX. You will collaborate with our Frontend developers and colleagues from Backend teams to refine the best technical solution, coordinate the development and carry out testing and stakeholder management. Together with your squad and Fraud department you will overcome various technical challenges to offer the best in class payments experience to ING customers in various countries.

What will you do?

• You understand the purpose and the Objectives & Key Results (OKR’s) of the Tribe and are able to translate it into your daily work.
• You will team up with feature engineers, customer journey experts from various ING Tribes and chapter leads from your tribe to facilitate globally scalable technical solutions to existing and new features that your squad owns.
• You work together with your squad daily to realize the sprint ambitions. This activity involves coordinating the business requirements, UX collaboration, user acceptance testing.
• You test the app experience to ensure that the users get best in class experience, and document the features thoroughly.
• You ensure our license to operate as a bank by secure and flawless 24/7 operations whilst keeping strong focus on regulatory compliance.
• You closely collaborate with other Customer Journey Experts in your area, translating the voice of the customer, business and IT needs into requirements.

How to succeed

• You are curious about how IT works behind the scenes of a Mobile app, able to learn quickly and grasp interdependencies (experience in software delivery projects and test experience is a plus)
• Preferably experienced with mobile app delivery (we are a native front-end team; currently 1 CJE (and this person to be added to the team) and iOs + Android developers)
• Experience with trust related topics is a pré
• Business to IT skills  
• It also involves manual testing work (UAT testing, regression testing)
• Minimum of 4 years of work experience
• Experience with the Agile way of working, scrum or PACE methodologies is a plus
• You have experience as Customer Journey Expert or Business Analyst
• International working experience is a plus
• You have talent for taking it on and making it happen, enthusiasm for helping others to be successful and you are known for always being a step ahead. In other words, you strive to bring fresh ideas to life, embrace challenges in a fast changing and complex environment.
• You are creative and you can think out-of-the box. You like working in a multidisciplinary, international team in an agile environment
• You are fluent in English, written and verbal
• Looking for someone located in NL

What do we offer you?

We offer a full-time 36-hour position in a challenging environment. You will have a chance to work at a modern Agile organization with smart and fun colleagues and great opportunities to develop both your technical and personal competencies.

The benefits of working at ING include:

• An excellent salary that matches your qualities and experience
• A 36-hour working week 
• 24-27 vacation days depending on the contract
• A 13th month and 8% holiday allowance
• Contribution Individual Savings (BIS), 3.5% of your gross annual salary
• Flexible working hours and working from home (hybrid mode) 
• The Mobility Card. You choose your mode of transport for commuting per day. Freedom and flexibility in mobility.
• A pension plan
• Personal growth opportunities and challenging work with endless possibilities
• An informal working environment with a diverse group of innovative colleagues

 See here the ING employee benefits: Benefits | ING

Are you excited? Then click on the apply button

Let us know why you are who we are looking for: how will you use your experience to make ING even better? We would like to receive your CV and a clear motivation letter is a must.