Customer Journey Expert for web front end squad

Within the tribe Digital & Customer Interaction we are working every day on our mobile and web channel to provide our customers with the best digital experience. Our ambition is to be the best digital bank of the Netherlands. Does this spark your interest? Do 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 for our web front end squad! Are you excited to take on the challenge to continuously improving our digital channels? Join us!

The team

We are looking for a tech-savvy customer journey expert with strong digital, delivery experience. The digital tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channel. Squads within our tribe work on different features such as the technical foundation of the mobile app and web channel, mobile customer identification & app enrolments, mobile payments, self-service and customer engagement features. Our tribes squads focus on the development and maintenance of the mobile or web front- and backend capabilities that are part of the ING Mobile Banking app and online banking website. We are constantly aiming to exceed expectations of our millions retail and business customers using our app and web channels. Additionally we work on making our digital channels fit for usage by other ING entities outside the Netherlands.

Roles and responsibilities

• You understand the purpose and the Operational Key Results (OKR’s) of the Tribe and help to establish them.
• You translate our tribe purpose, your business objectives & product knowledge for your squad and you work with your squad daily to realize the set ambitions.
• You help your squad to improve on predictability, output quality and optimize the velocity.
• You closely collaborate with other Customer Journey Experts and Product Leads in your area, translating the voice of the customer, business and IT needs into requirements.
• You actively manage a complex stakeholder field to align on commitments and streamline squad delivery.
• You apply your experience in supporting to build and manage the products with a customer centric focus and an end-to-end mindset.
• You ensure our license to operate as a bank by secure and flawless 24/7 operations whilst keeping strong focus on regulatory compliance.

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• 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 can bring fresh ideas to life and you embrace challenges in a fast changing and complex environment. You are naturally a collaborative person who listens and invests in others to achieve common goals and you love to challenge the status quo and are eager to propose creative solutions to problems.
• You have strong stakeholder management and communication skills.
• You can simplify complexity and drive operational excellence.
• You have an entrepreneurial mindset: you are curious, you dare to step up, speak up and experiment.
• You are creative and you can think out-of-the box. You like working in a multidisciplinary, international team in an agile environment.
• You have an education and/or experience that combines business and IT experience
• (software delivery experience is a plus).
• You have experience with the Agile way of working, scrum or PACE methodologies.
• You have experience as Product Owner, Customer Journey Expert or Business Analyst. You can manage the Product Backlog together with your local or international co-located squad(s).
• You are fluent in English, written and verbal (Dutch is a plus).

Rewards and 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 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

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. Apply today.

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.