Customer Journey Expert – Squad Master Digital Service Adoption

Customer Journey Expert – Product Owner Digital Service Adoption

Daily Banking & Mobile First 

50% working from home

Do you want to become part of the Digital Services Adoption squad?

We want to make sure that 100% of our daily banking services available to our customers in the digital channels (24/7) are used by them.  To achieve this ambition, we are looking for a Product Owner to drive this squad

A day in the life of a Product owner in the Digital Services Adoption squad

-       Update and finetune the strategy to increase the digital usage of daily banking servicing journeys

-       Analyze the needs and behaviours of our customers with regards to the daily banking services. With the help of your stakeholders, you will ensure new digital services/enablers are created as well as existing service journeys are optimized. This to ensure the best-in-class customer experience in our digital channels. 

-       Work together with stakeholders to ensure customers find their way even better in the digital channels. Likewise, continue to identify ways to increase the guidance from human interaction to digital interaction.

-       Develop the ideal communication, content & channel mix based on customer needs, with the objective to increase the usage of our digital servicing offer.

-       Take ownership, steer the strategy realisations and business results based on facts and data.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

-       You are an excellent communicator, both in writing as in presenting. You can not only set out and communicate the direction, but you are passionate and perseverant to make things happen. You are a good listener and able to convert feedback in even more valuable solutions. You are creative and brave to reinvent things.

-       You put the customer first. You have a strong affinity with the private individuals markets and the rapidly changing customer needs.

-       You are digital native in delivering superior seamless customer experience through multi distribution channels

-       You have great organizational skills and hands-on attitude to be able to manage several topics/projects and deliver concrete results in a structured way;

-       Ability to both manage and steer end-to-end roadmaps as well as to deliver concrete projects from A to Z in which you challenge your stakeholders. 

-       Autonomous, driven for results, curious and entrepreneurial mindset;

-       You have a 5 to 10 years in the banking sector and  a strong belief that digital is the way forward (experience in digital marketing, content management and/or innovation is a plus).

-       You hold a Master’s degree or are qualified with relevant experience.

-       You are fluent in Dutch or French AND English.

As a Product Owner in the Digital Services Adoption squad, you will have the opportunity to:

-       Work in a dynamic environment in which you can create direct impact on the day-to-day experience of our customers 

-       Build a strong stakeholder network since Daily Banking is the core of banking connected with many departments 

-       Personal growth and a challenging work environment with endless opportunities to realize your ambitions and grow professionally;

-       A progressive and agile way of working, where diversity and new ideas are valued.

 The team

At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to society and the world we live in. The tribe Daily Banking & Client First is at the heart of these ambitions.