Product Lead Customer Impact Journeys

Product Lead Customer Impact Journeys

As Product Lead of the product ‘Customer Impact Journeys’, you are end-to-end responsible for the customer journeys related to successions (for the heirs of deceased customers), seizures, and reserved balances of former clients. This role brings together all elements of a product — both the “what” and the “how”. You work not only on delivery, but also on shaping the vision, defining relevant policies, and ensuring an outstanding customer experience. You do this in collaboration with several squads (business and IT) located in Leeuwarden. You guide the squads by providing strategic direction, coaching them on the job, defining the product roadmap, and managing stakeholders around the product. The Customer Journey Experts within the squads report to you hierarchically. This means it is your responsibility to empower them to thrive and perform at their best. You set the direction, support the development of their craftsmanship, and engage in continuous conversations about their career development.

The Team

The product ‘Customer Impact Journeys’ is part of the Daily Banking and Mobile Led (DB&ML) department. At ING Netherlands, we aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within DB&ML, we pursue this ambition through our growth drivers: commercial growth, outstanding customer experience, and financial health & inclusion — all while keeping our basics in order.

With the product ‘Customer Impact Journeys’, your focus is primarily on delivering outstanding customer experience and keeping our basics in order. This is reflected in a roadmap filled with digitization (STP) initiatives, improvements to customer and employee journeys, enabling customers to complete their tasks independently via our One App/Web channels, and developing and implementing new customer policies to keep our bank safe and compliant. Your team works closely with many internal and external stakeholders.

Roles and Responsibilities

As a Product Lead, you:

• Own the product end-to-end by taking collective ownership and steering strategy
• Perform analyses to stay ahead of market trends
• Define and prioritize the product roadmap and backlog to maximize value
• Focus on delivery through collaboration
• Take responsibility and have the courage to challenge and make data-driven decisions
• Act as a delegated IT asset owner
• Ensure adherence to Process/Product Control Standards and compliance with relevant regulations and internal/external requirements
• Are the hierarchical manager of a team of Customer Journey Experts and foster the development of their craftsmanship

How to Succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and take on responsibility. In return, we’ll support you in becoming an even more awesome version of yourself.

We’re looking for someone who:

• Can build an effective team and has strong people management skills
• Communicates effectively, adapting their style and valuing others’ input
• Has a strong customer focus and a passion for delivering outstanding customer journeys
• Is organizationally savvy and can navigate complex policies and processes
• Is tech-savvy
• Has experience in defining strategies and policies to set and deliver objectives over medium to long timeframes
• Has a proven track record in digitization
• Has experience in product/service management and development
• Has an excellent level of English
• Holds a Master’s degree

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.