Customer Journey Expert Consumer Cards (productmanager)

At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in. The Customer Journey Expert (product manager) takes ownership and improves our payment products and processes with a for this vacancy a focus on our Dutch Consumer Credit Card offering.

Payments is on the move. With market trends like AI, Big Tech and Fintech shaping the future, Payments is working on the next step towards more seamless and integrated Payments for our customers.

Your department

In our department (tribe) Payments NL we work towards giving our customers the best and most seamless Payments customer journey possible. To realize this ambition, we are looking for a customer journey expert, who has knowledge of Credit Card Payment Products and experience with developing features to improve on our Customer’s Experience and to fully digitize our product offering.

• You know how to convert your knowledge and experience requirements for new or improved features from concept to production.
• You apply your experience in supporting the product development with an end-to-end mindset, delivery of the business operations and services. 
• You can simplify solutions and processes. 
• You bridge IT and business through understanding of client needs, digitization and ensure delivery is of the right quality by defining and executing user acceptance tests.
• You monitor usage of the product by ensuring relevant data and management information is available. 
• You contribute to the risk & control compliancy to mitigate business and operational risks.  
• You have experience working with external suppliers and partners
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulations and policies. 
• Together with your colleagues you are responsible for meeting your QBR goals.

Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

Payments is one of the largest tribes within ING the Netherlands. The tribe entails all products and processes associated with Payments within ING the Netherlands servicing our 7 million customers every day.

Your team

This position is in the product team Consumer Credit Cards, based in Amsterdam. In this team you work together with 7 other Customer Journey Experts on our proposition, the customer journeys, risk, and IT systems. You will report to the Product Lead Consumer Credit Cards. Challenges in this team are for example reducing the friction in the customer experience, drive the adoption of the digital flows, ensure an attractive and differentiating offering in the market, compliancy with regulations, keeping the risks under control and support an (IT) migration.

You will work closely together with our engineers and other ING departments, such as risk, other tribes and stakeholders in the payment chain. Our squads are located in the Netherlands, India and the Philippines.  

How to succeed 

Our biggest expectation is for you to take on responsibility.  To be proactive and drive your impact to success. Also, keep learning. In return, we will back you to develop into an even more awesome version of yourself. 

You are a team player, have excellent problem-solving ability and can drive small changes and projects from concept to execution. As our new Customer Journey Expert, you:

• Have a bachelor’s or master’s degree.
• Have knowledge of the (Card) Payment market and/or experience in a similar role within ING.
• Understand customer needs and challenges.
• Have a commercial mindset and a drive to make an impact.
• Can demonstrate experience in implementing innovations, propositions and improvements in products and processes.
• Like to deep dive into the content to create the best products.
• Have strong problem-solving skills and the ability to take decisions based on data and facts.
• Have solid interpersonal and collaborative skills to interact with different stakeholders.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge the status quo.
• Are an energetic, motivating person who can work as part of a team but also independently. A colleague who displays all aspects of ING’s Orange behavior.
• Are fluent in Dutch and English (verbally and written).
   

What you can expect from us

• An Agile working environment with innovative colleagues who strive every day to improve the solutions for our customers
• A challenging position in the core of ING with direct impact on our customers

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. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

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. Apply today.