Are you an enthusiastic senior Customer Journey Expert who wants to make a real impact on ING’s strategic core? Do complex change initiatives energize you, and do you enjoy working in a team with end-to-end responsibility for current account and subscriptions serving 8 million private individual customers?
Your team
You will join the Product Family Daily Banking NL. We aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within Daily Banking NL, we pursue this ambition through our growth drivers: commercial growth, outstanding customer experience, and financial health & inclusion — all while keeping our basics in order. Within Daily Banking we cover areas such as current accounts, savings, customer onboarding, and billing processes. Hence, we are at the heart of the bank to serve our customers in their daily financial needs.
Within the Current Account & Subscriptions team, you play a key role. You work closely with fellow Customer Journey Experts, Data Analyst and IT engineers. Together, the team is responsible for the Subscriptions proposition, the associated terms and conditions and the end-to-end customer journeys focused on acquisition of new Subscriptions customers and on upgrading of existing customers to higher packages.
Your challenge
With a future proof subscription model, we aim to meet the evolving needs of customers and strengthen our competitive positioning. The past few months we have shaped the proposition of new ING banking packs. All based on customer needs; from everyday essentials to enhanced value for customers seeking broader lifestyle integration and convenience. We will launch the new Subscriptions proposition and linked customer journeys in 2026. After launch we will not be there: upgrading our customers from legacy packs to higher packs with enhanced value will become a major priority. Both the proposition, the customer journeys and the upsell strategy are needed to realize our ambitious upsell objectives.
You get the chance to represent this strategic innovation, to launch it and to drive continuous improvements to ensure we remain at the forefront of market developments.
Your main responsibilities:
- You own and further shape the Subscriptions proposition. Using data, customer insights, market trends and competitive intelligence, you develop a clear long-term vision. You act as a sparring partner for the team, the Product Lead, the Program Manager, Finance and Risk colleagues and stakeholders outside the team.
- Together with the team, you bring the Subscriptions proposition to market. You are a problem solver, proactively proposing solutions for all kinds of challenges that arise when delivering complex initiatives. You carefully balance impact across multiple dimensions such as customer experience, media relations, financial performance, feasibility and regulatory requirements.
- You are a strategic thinker, while maintaining a hands-on mentality to drive execution, or to support colleagues where needed. For example in launch preparation, launch communication, customer journey design, or PEARL risk assessments.
- After go-live, you closely monitor the performance of the Subscriptions strategy. You track KPI’s and identify opportunities to optimize and innovate across the proposition, end-to-end customer journeys and upsell strategy.
- You cooperate closely with stakeholders across tribes (e.g. with Insurances, Credit cards, Investments etc.) to continuously improve and optimize all features and benefits in the different packages.
Who are you?
- A highly skilled professional with a minimum of 8 years of proven experience in a product management role
- A proven track record in developing, launching and positioning new propositions within the financial industry
- Structured and forward-thinking, with a strong ability to create roadmaps, back-plannings and to identify and manage dependencies
- Strong analytical skills, with the ability to interpret data and translate complex analyses into clear, concise and compelling presentations for senior management
- Strong commercial acumen combined with a solid affinity for IT
- Excellent interpersonal and collaboration skills, enabling effective interaction with a wide range of stakeholders in complex environments
- A true team player who thrives in a dynamic and fast-paced environment
- Academic level of working and thinking
- Fluent in English, both verbally and in writing, Dutch both verbally and in writing is strongly preferred
What do we offer?
- Unique opportunity to learn about ING’s products and business model. You will work in a dynamic environment within the heart of ING where you can make impact for our customers and ING.
- Steep learning curve with professional and personal growth opportunities.
- Working in a diverse, high-performing team, all eager to learn, improve and deliver.
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 indication tailored to your qualities and experience
- 36-40 hour workweek
- 25 - 28 vacation days depending on contract hours
- Attractive pension scheme
- 13th month salary
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- 8% Holiday payment
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
- Hybrid working to blend home working for focus and office working for collaboration and co-creation
- Personal growth and challenging work with endless possibilities
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.