Product Lead Channel Communication Capabilities

Are you ready to shape seamless end‑to‑end customer journeys on a global scale? As a Product Lead in our Global Channel Experience tribe, you will drive impactful topics that improve how millions of ING customers and employees interact across digital and assisted channels. With your strong vision on customer interactions, you act as the CEO of your product and make real impact across our international retail network.

The team

You will join the Global Channel Experience tribe, a dynamic and highly international environment working towards one shared goal: delivering seamless, scalable and consistent experiences across all ING Retail countries.

From UX designers to Dev‑ and Ops‑engineers, we work together on one generic global platform that supports digital, chat, call, video, advice, back‑office and face‑to‑face interactions. Almost all ING retail countries are already using our platforms, and we continue to onboard new countries and user groups.

Our squads typically consist of a small, focused setup with Customer Journey Experts (CJEs) working closely with engineers in a business‑to‑IT delivery environment.

Roles and responsibilities

As Product Lead, you are responsible for the vision, strategy and success of your product area. You will:

• Define and drive a clear vision and strategy for digital and assisted customer interactions
• Own and continuously improve end‑to‑end customer journeys across multiple channels
• Translate customer and business needs into opportunity areas, priorities and roadmaps
• Lead personalization capabilities in the ING app to achieve personalization, sales, NPS and CSAT targets
• Make key prioritization decisions to realize tribe and Retail ambitions
• Effectively leverage customer and employee data to drive better experiences
• Develop, coach and empower the talented people in your team

How to succeed

We hire smart people like you for your potential. At ING, staying curious, learning continuously and taking ownership are key. To be successful in this role, you will bring:

• Strong experience in business‑to‑IT delivery within complex, international environments
• A clear product mindset with a strong vision on the future of customer interactions
• The ability to design and improve end‑to‑end journeys using PACE methodology, patterns and user stories
• Excellent agile delivery skills with a hands‑on and outcome‑driven approach
• Proven experience working in a Biz‑Dev‑Ops setting and translating requirements into feasible IT solutions
• An analytical, data‑driven mindset focused on continuous improvement

Rewards and benefits

We want to make sure it’s possible for you to strike the right balance between your career and your private life.

The benefits of working with us at ING include:

• A competitive salary (job scale 12 – GJA 18)
• Full‑time position (36 or 40 hours per week)
• 24–27 vacation days, depending on your contract
• Pension scheme
• Mobility card, tailored to how you prefer to travel
• Hybrid working: home for focus, office for collaboration
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative and talented colleagues

About us

Curious about how ING empowers people and businesses to move forward?

Ready to apply?

Please upload your CV and motivation letter in English via the Apply button. We look forward to meeting you!