Customer Journey Expert / Product Manager - Onboarding New Business Customers

Are you a Customer Journey Expert with strong IT-delivery experience and an eye for CX?

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. It’s a dynamic environment at the core of the bank’s operations as customer data is processed in a vast variety of processes such as: onboarding a new customer, changing an entity’s legal form and managing roles and mandates. In each of these instances it’s imperative to offer robust processes with superior experience for our customers and colleagues. This department consists of about 25 agile teams and closely cooperates with other domains such as Daily Banking, Data Management and Know Your Customer.

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

Your task

In this role, a strong eye for Customer Experience is essential. You design and guard a best-in-class onboarding journey from customer orientation to activation, ensuring an intuitive and seamless experience. An analytical mindset is required to identify bottlenecks and improve the journey based on data-driven insights. Because not all improvements can be executed within your own team, strong stakeholder management is crucial to collaborate with and influence other teams.

We are looking for a Customer Journey Expert who will work on the development of the new design of onboarding a new business customer. The main challenge is to move towards a new standardized, and efficient architecture landscape with a focus on self-service and digitization and to keep it as easy for our customers.  

As a Customer Journey Expert you collect and set the functional requirements for these new to build feature, design corresponding customer journeys and together with your team translate these into a working journey.

Are you a Customer Journey Expert with strong IT-delivery experience and solid eye for detail?

Your team resides within the Become Business Customer value space; this team will be setup in the upcoming weeks. You will work together with other Customer Journey Experts, UX and IT. This can be people from the Netherlands, but it’s also possible that they are working in other countries.

In the value space there are 3 more teams who are working on the onboarding processes for new business customers.

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 superior experience for our customers and colleagues.

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, you:
• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees 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 stakeholders;
• 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 Dutch and English (verbally and written).

About you

You have a strong customer-centric mindset with the ability to translate customer needs into an exceptional onboarding journey. You are analytical and comfortable using data to drive improvements. You understand that optimizing the customer journey often involves cross-team collaboration, requiring strong stakeholder management to align priorities and drive change across domains.

You have:

• A bachelor’s- or master’s degree;
• Around 7+ years of relevant work experience
• A pro-active, enthusiastic, and professional attitude;
• Strong analytical skills and you are client oriented and a team player;
• Solid numerical skills and pay attention to detail;
• 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;
• Solid communication and collaborative skills to interact with different stakeholders.

What we offer

We want to make sure that it’s 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, the team is based in Amsterdam, but you will work with team members who are based in Amsterdam, Leeuwarden and offshore.

Convinced?

Does all the above sound like a match? Let’s get in touch by clicking ‘apply’ and submitting your CV and letter of motivation.