Customer Journey Expert – Product Manager Current Accounts

Job title:

Customer Journey Expert – Product Manager Current Accounts

Company:

ING

Job description

Looking for a customer focused product manager with business-to-IT delivery experienceAre you that customer focused product manager with business-to-IT experience, that wants to make an impact on ING’s strategic core? Who likes to work in a team with end-to-end responsibility regarding our current accounts and packages and serve 7 million private individual customers? Do you have concrete affinity with developing and optimizing products and processes? And does your curiosity spark towards the underlying IT-landscape? Then keep on reading.Your teamIn our Tribe Daily Banking & Mobile Led, we work towards becoming the best mobile-led bank on the continent. We recruit new customers and intensify the digital relationship with our 8 million existing customers. The tribe entails the products and processes associated to current accounts, savings accounts, onboarding of customers and billing. Hence we are at the heart of the bank and provide in the daily financial needs of our customers.This position is in the Product team Current Accounts. In the team you work together with multiple Customer Journey Experts, a Data analyst and IT engineers who are working on proposition, pricing, P&L, risk and the IT systems. Commercial challenges in this team are for example defining and implementing the payment package strategy. The processes where the team is responsible for are amongst others: changing your current account package, adding or removing account holders, closing an account and the bank-switching-service.Your taskWith your colleagues you contribute to the continuous optimization of our journey’s providing an excellent customer experience, resolve incidents, tackle customer complaints and co-create the future vision on the current account. You do this fact-based, with an eye on customer experience, operational risks, costs and in dialogue with stakeholders such as IT-engineers in the team, UX-designers, architects, and risk parties.As a customer journey expert / product manager you:

• Take ownership of your team’s product and 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 in order 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;
• You translate business requirements into IT delivery;
• Are proactive and enjoy working in multidisciplinary teams within an agile environment;

About youYou have:

• A customer centric mindset
• An academic working and thinking level
• At least 3-5 years of experience in product management, business analysis or consultancy;
• Firm understanding of customer needs and the skills to bridge IT and business;
• 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;
• Strong analytical skills and the ability to take decisions based on data and facts;
• Solid interpersonal and collaborative skills to interact with different stakeholders.
• Are fluent in English (verbally and written) and in Dutch (prerequisite)

We offerWe 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 conditions:

• 36-hour work week
• Hybrid working location, with the office located in Amsterdam
• Salary tailored to your qualifications and experience
• Ample opportunities to grow your mastery and enhance your skills,
• Unique opportunity to learn about ING’s products and business model. You will work in a dynamic environment within the heart of ING where you can make impact for our customers and ING.
• Steep learning curve with professional and personal growth opportunities.
• Working in a diverse, high-performing team, all eager to learn, improve and deliver.

Expected salary

Location

Amsterdam, Noord-Holland

Job date

Wed, 08 Jan 2025 04:04:13 GMT

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