Customer Journey Expert / Product Manager for company onboarding processes

Are you a Customer Journey Expert with strong IT-delivery experience and solid eye for detail?

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 these instances it’s imperative to offer robust processes with superior experience for our customers and colleagues. This department consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer.

This vacancy resides within the Become Business Customer Value space, in the team that is focusing on company onboarding.  

Do you have affinity with developing and optimizing processes? Does your curiosity spark towards the underlying IT-landscape? Do you have an entrepreneurial mindset and are you 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 work in the squad together with other Customer Journey Experts and IT Engineers. The purpose of the team you will be part of,s to create journeys to onboard and register legal entities in an easy to use but also safe and compliant way. It is a new to build target process and will be used in our online channel but also in the assisted channels. The challenge the upcoming years is to deliver this new feature in slices and migrate consumers from the old solution.

As a Customer Journey Expert you will be end-to-end responsible to design and implement a feasible and safe-to-use customer journey for company onboarding. As it is a journey that will make use of a lot of other components managed by different owners and is part of a bigger business onboarding journey, alignment with stakeholders is key. In your day-to-day job you will set up the requirements, discuss and agree upon them with your stakeholders and your team and guide the IT Engineers during the development / realization of those requirements. Once delivered by the IT Engineers, you will test the built software, bring it to production and monitor how it is working. While doing that you always look for new possibilities to further expand and improve the functionalities to keep offering the best experience to our customers and sustain new developments and demands from our stakeholders.,

Being a Customer Journey Expert within the Become Business Customer Value space is a diverse and dynamic job in which you will have to find a balance between short-term and long-term challenges and between running the bank, being safe and compliant and improving the flows.  

Your team

In the Become Business Customer value space we work with 4 squads on the onboarding journey for new business customers, each with its own purpose. You will work together with other Customer Journey Experts and IT Engineers. Your team members will work in Amsterdam but also from Leeuwarden, India and Romania.

For the coming years the focus of the value space is to move towards a scalable landscape with a focus on full STP self-service. This will contribute to the ambition to offer robust processes with superior experience for our customers and colleagues.

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, you:

• Have a strong vision and understanding about designing customer journeys
• Have affinity with and are eager to learn about how IT components work
• Conduct user research and analysis to gain a deep understanding of the needs of our customers 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;
• Can identify and influence relevant stakeholders;
• 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 Dutch and English (verbally and written).

About you

You have:

• A bachelor’s- or master’s degree;
• Around 3-5 years of relevant work experience
• A pro-active, enthusiastic, and professional attitude;
• Strong analytical skills and you are client oriented and a team player;
• Solid numerical skills and pay attention to detail;
• 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;
• Solid communication and collaborative skills to interact with different stakeholders

What do we offer you?

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 at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

• The benefits of working with us at ING include:
• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues awarded.

About ING   

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! 

Are you excited? Then click on 'Apply'.