Customer Journey Expert for Mobile and Web

Within the tribe Digital & Customer Interaction we are working every day on our mobile and web channel to provide our customers with the best digital experience.

We have the ambition to be the best digital bank of the Netherlands and beyond. 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 Customer Journey Expert (mobile & web domains) to join our tribe in the product Channel Communication Capabilities.

In this role you will be responsible for our Global Customer Feedback and Survey solution called The Voice. You will contribute to the continuous development and rollout of the solution in different countries and act as the key stakeholder for our consumers. In addition, we are looking for someone that will accelerate our testing capabilities and can support other mobile and web teams in our product with testing capacity. Are you excited to take on the challenge of continuously improving our digital channels? Join us!

Responsibilities

We are looking for a tech-savvy customer journey expert with strong digital delivery experience (app and/or web development). The digital tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channel.

Such as the technical foundation of the mobile app and web, mobile customer identification and app enrolments, (mobile) payments, communication means and self-service features. The various squads in our area develop and maintain mobile/web front- and backend applications in the ING Mobile Banking app and Mijn ING website. In general, we are constantly aiming to exceed expectations of our millions of app and web users across various ING countries. On top of that we are actively extending our app and web channels to Italy, Romania, Germany and Australia.

• You are able to solve complex puzzles in the back-end of our App and Web platforms
• You translate a business need to building blocks for engineers to deliver
• 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, output quality and optimize the velocity
• You closely collaborate with other Customer Journey Experts and Product Leads in your area, translating the voice of the customer, business and IT needs into requirements
• You apply your experience in supporting to build and manage the products 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

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.

Furthermore, you have/are:

• Education and/or experience on the cutting edge of business and IT. (experience in software delivery projects is a plus)
• Basic understanding of what an API does and how it interacts with a front-end. Experience with the Agile way of working, scrum or PACE methodologies
• Experience as Product Owner, Customer Journey Expert or Business Analyst. You can manage the Product Backlog together with your local or international co-located squad(s)
• Proven record in stakeholder management
• An entrepreneurial mindset: you are curious, you dare to step up, speak up and experiment
• Creative and you can think out-of-the box. You like working in a multidisciplinary, international team in an agile environment

Rewards & 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 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!