Customer Journey Expert - Digital Engagement

Within the tribe Digital & Customer Interactions we are working every day on our mobile and web channels to provide our customers with the best digital banking experience. We have the ambition to be the best mobile-led bank on the continent. Does this spark your interest? Or maybe you have ideas how we can further enhance our digital channels? This might be a great opportunity for you: we are looking for a senior Customer Journey Expert to join our tribe in the product Digital Engagement. Are you excited to take on the challenge? Join us!  

The Digital tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channels for ING in multiple countries (Netherlands, Belgium, Luxembourg, Italy, Germany, Romania and Australia). We have millions of customers from across the world logging in to our applications billions of times a year. Our tribe is there to give our retail and business customers the best global digital channel experience they could wish for. 

The squads in our area develop and maintain various digital experiences and capabilities to make sure we have the leading digital banking experience in every country we operate in.

Are you our new CJE for our mobile native development squad? 

We are looking for a tech-savvy, customer journey expert ( Product Manager ) for our native development team. Ideally a digital native with 2-4 years of work experience, a clear focus on customer impact, a natural talent to identify engaging digital experiences with a passion for mobile apps and trends. Experience in the domain of mobile native development is a huge plus. Your new team consist of another CJE and 4 native engineers: 2 Android and 2 iOS.

What will you do 

• You understand the purpose and the Operational Key Results (OKR’s) of our tribe and support the execution of our mobile-led strategy 
• You translate the purpose, the why, your business & product knowledge to your squad and work with your squad daily to realize the sprint ambitions 
• You help your squad to improve on predictability in delivery, output quality and optimize its velocity (based on DORA metrics) 
• You closely collaborate with other Customer Journey Experts and Product Leads in your area, translating the voice of the customer, business stakeholders and IT needs into requirements 
• You jointly take up QA tasks and regression testing of the features in your scope 
• You apply your knowledge in supporting to build and manage the features of your team 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 

What does your new team look like 

• The squad where you’ll be part of is responsible for :

• The Mobile Product Shop where customers can find and use all of ING’s products and services
• Commercial messaging features to drive sales
• Releasing and managing your features across multiple countries 

• The team consists of customer journey experts, iOS engineers and Android engineers 
• Its backlog is maintained in Azure backlog management with story and feature boards 
• Your key stakeholders are within the digital banking departments of banks globally. They represent multiple customer segments – Retail, Business and Private Banking
• Within our Product you form a team together with the Product Lead and the other CJE’s in squads outside yours, which is part of the same Product Digital Engagement 

How to succeed  

• You have talent for taking it on and making it happen and great enthusiasm for helping others to be successful. You are naturally a collaborative person who listens and invests in others to achieve common goals 
• You are pro-active, known for always being a step ahead. You dare to speak up, communicate in a fast and transparent way to your team, your stakeholders and management 
• You love to challenge the status quo and are eager to propose creative solutions to problems. You strive to bring fresh ideas to life, embrace challenges in a fast changing, international and complex environment 
• Comfortable with complex stakeholder management and ambitious delivery targets. Experience in the domain of mobile and web development is a huge plus.

• You have an education and/or experience on the cutting edge of business and IT. Experience in software delivery projects is a huge plus 
• You have knowledge with the Agile way of working, scrum or Kanban methodologies.
• You are fluent in English, written and verbal

Rewards & benefits  

We offer a brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude. The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.

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 here.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

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.

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 and apply today!