Customer Journey Expert / Product Manager – Roles & Mandates

Are you an experienced product manager with strong IT-delivery experience and solid eye for details

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. Its a dynamic environment at the core of the banks operations as customer data is processed in a vast variety of processes such as: onboarding a new customer changing an entitys legal form and managing roles and each of those instances its imperative to offer robust processes with a superior experience for our customers and colleagues.

Do you have affinity with developing and optimizing products and processes Does your curiosity spark towards the underlying IT-landscape Do you have an entrepreneurial mindset who is able to take it on and make it happen independently Then we are looking for you!

Your task

We are looking for a product manager who will drive the development of new functionalities for our business customers roles and mandates processes. These functionalities are essential enablers for various adjacent processes across the bank. The main challenges for the upcoming medium term are to move towards a new standardized and efficient mandate management landscape with a specific focus on self-service. This will provide our customers and employees with easy-to-use journeys to add and change roles and mandates to INGs administration. As product manager you collect and set the functional requirements for these features design corresponding customer journeys and together with your team translate these into working addition you will further expand improve and maintain these functionalities in order to sustain with new developments and demands from stakeholders.

Your team

Your team resides within the Roles and Mandates value space; a group of four teams (squads) whom are responsible for a variety of retail and business customer-facing processes. The team consists of five Customer Journey Experts (product managers) and fifteen IT-engineers. 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 a superior experience for our customers and colleagues.

Tribe Digital Business Banking is digitizing processes for its retail and business customers with the aim to process data real-time and offer a superior experience. The Customer Data area focusses specifically on processes involving data such as names business entities addresses roles and mandates. This department consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking Data Management and Know Your Customer. With our processes and services we reside at the core of the bank and are therefore key in providing the daily financial needs of our customers!

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 / product manager you:

• Take ownership of your teams 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;
• Are able to identify and influence relevant stake holders;
• 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 English (verbally and written).

About you

You have:

• A bachelors- or masters degree;
• Relevant experience in product management business analyst 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 communication and collaborative skills to interact with different stakeholders.

What we offer

We want to make sure that its 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 team primarily located at our head office in Amsterdam and stakeholders located at our office in Leeuwarden
• 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 Lets 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 Durk Mous Product Lead Roles and Mandates.