Junior Customer Journey Expert / Product Manager for onboarding new business customers

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.

Do you have an affinity with developing and optimizing products and 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 on the development of new functionalities for our onboarding processes for new business customers for the direct and assisted channels. The main challenges for the upcoming medium term are to move towards a new, standardized, and efficient architecture landscape with a focus on self-service and digitization. This will provide our customers and employees with easy-to-use journeys to onboard a company to ING.

As a Customer Journey Expert you collect and set the functional requirements for these features, design corresponding customer journeys and together with your team translate these into working software. In addition, you will further expand, improve and maintain these functionalities in order to sustain new developments and demands from stakeholders.

Your team

Your team resides within the Become Business Customer value space; a group of two teams (squads) who are responsible for the Business Onboarding flows and entities. The value space consists of seven Customer Journey Experts and fifteen IT-engineers. We are looking for 2 Customer Journey Experts in squad Kelten and squad Stonehenge.

Stonehenge consists of two Customer Journey Experts and six IT Engineers and specializes in the onboarding process in the direct channel (online).

Kelten consists of two Customer Journey Experts and six IT Engineers and specializes in the onboarding process in the assisted channel and digitization of the journey.

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:

• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees 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;
• Are able to 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;
• 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 we offer

We 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, the team is based in Amsterdam, but you will work with team members who are based in Amsterdam, Leeuwarden and offshore.
• Salary tailored to your qualifications and experience
• Ample opportunities to grow your mastery and enhance your skills

Convinced or questions?

Does all the above sound like a match? Let’s get in touch by clicking ‘apply’ and submitting your CV and letter of motivation.

Would you prefer more information first or an informal get-to-know? Please contact Manon van Willenswaard – Product Lead Become Business Customer