Product Owner / Customer Journey Expert – Employee Channels Front-end

Product Owner / Customer Journey Expert –  Employee Channels Front-end

Within the Global Customer eXperience (GCX) tribe, we are on a mission to scale our digital and assisted channels across all markets with a best-in-class experience. The Rosetta squad, responsible for Employee Channels Front-ends, makes sure ING is there for our customers when it matters most, when they need a human connection to help them with their questions and needs.

We’re looking for a Product Owner (PO) / Customer Journey Expert (CJE) with a strong affinity for IT delivery. If you thrive in technical complexity, are passionate about building a scalable  platform and enjoy coordinating projects with diverse stakeholders across the world – this might be your next challenge.

Context
The Rosetta squad is part of the Human Connection product, which is vital in bringing customers in contact with our employees and vice versa. Together with the teams in other products of our tribe we build our assisted platforms (IRIS and CC2.0) which serve thousands of employees every day. We are responsible for stable, secure, user-friendly and innovative tooling including call- and chatbots. Our platforms support multiple ING retail markets, such as the Netherlands, Belgium, Italy, Romania, Australia, Germany, etc.

As PO/CJE in the Rosetta squad, you’re responsible for the web front-end of our employee channels powered by the CC2.0 platform and the web front-end of the channels for customers. The squad consists of 2 CJEs and 9 front-end engineers working from Amsterdam, Leeuwarden and Manilla. The team connects to the channel back-end teams but also integrates the front-ends of the channels in IRIS via the Omni Channel Toolbar and is as such part of the IRIS core teams.

Role and responsibilities

• Drive continuous improvement of the channels aligned with evolving business needs
• Act as the bridge between CC2.0 and IRIS platform, via the Omni Channel Toolbar integration
• Work in a bus-dev-ops environment and translate requirements into proposed solutions to make sure IT-development can be properly done.
• Manage complex stakeholder landscapes across multiple countries and domains
• Manage and prioritize the backlog, safeguarding the roadmap and delivery progress and timelines

• Drive continuous improvement of the channels aligned with evolving business needs
• Act as the bridge between CC2.0 and IRIS platform, via the Omni Channel Toolbar integration
• Work in a bus-dev-ops environment and translate requirements into proposed solutions to make sure IT-development can be properly done.
• Manage complex stakeholder landscapes across multiple countries and domains
• Manage and prioritize the backlog, safeguarding the roadmap and delivery progress and timelines
• Ensure our services remain reliably available to both customers and employees, and that any incidents are swiftly followed up and resolved appropriately.

• Create a healthy delivery pace for your team in which efficiency gain is on top of your agenda
• Work data-driven, analyse qualitative and quantitative data to identify gaps and opportunities

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious, keep learning, and take ownership. In return, we’ll support you in becoming an even better version of yourself. 

• Proven background in digital product delivery (customer journey design and/or business analysis) and project management
• Tech-savvy mindset:
  • comfortable working closely with (front-end) engineers, understanding technical concepts and able to explain them in your own words.
  • Familiarity with how backend systems, channels, and data flows interact to deliver customer experiences.
• Familiarity with Agile, Scrum, and/or PACE methodologies
• Excellent stakeholder management skills—able to align diverse interests and drive decisions
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You have experience with working in a bus-dev-ops environment
• You strive to bring improvement everyday: whether it is in our journeys or in our own way of working
• You have strong analytical skills and are driven by data rather than gut feeling
• You work and communicate in a structured way (written and verbal) and are fluent in English

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract

• Pension scheme

• 13th month salary

• 8% Holiday payment

• Hybrid working

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

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

Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.