Product Owner Digital

At a glance

The Customer Interaction department ensures that all business lines of ABN AMRO use generic capabilities such as Video Banking, Conversational AI, the Customer Interaction Platform and Identification & Verification. The Customer Interaction department builds vision and strategy on digitalisation, and customer interaction specifically, for the entire bank. We are a diverse teamofcurious and committed colleagues, working togetherto deliver value for our customers and to create a great place to work!
The Customer Interaction Platform enables ABN AMRO to manage multichannel customer interactions holistically (using self- and assisted-service) from both customer experience and an employee experience perspective. We are in the middle of a migration to a new Customer Interaction Platform (SaaS); this platform plays a central role in the execution of the bank’s strategy as it will allow ABN AMRO to deliver a seamless customer journey by combining our channels in the most optimal way.
As Product Owner (PO) Customer Interaction Platform, you are ultimately responsible for this platform. You lead two DevOps scrum teams and oversee the bank-wide migration and adoption of the platform. It’s a great time for you to join this transformation! As we are in the middle of the migration ánd will this year take innovative steps with technology such as Speech-to-Text, Text-to-Speech, and a CTI integration with our CRM system. We can’t wait to progress with these topics to create maximum customer value!
This great opportunity also comes with great responsibility. Your talented teams are building the foundation of the Customer Interaction Platform and together with them you’ll enable multiple interaction channels such as the IVR, telephony inbound & outbound and LiveChat. You continue to optimize the platform to live up to and exceed our customer’s expectations about interaction with ABN AMRO. We have 10 million telephony and 1,5 million chat conversations with our customers each year, so you truly make impact!
The Product Owner reports to the Lead Product Owner and is part of the Product Owner team of the Customer Interaction department. The department has a global mandate and end-to-end responsibility. Each department holds itself accountable for the quality and quantity of the services it provides. To enable end-to-end accountability, departments are set up to include both Business and IT employees.

Your job

The Product Owner achieves efficiently and effectively the objectives of the Customer Interaction Platform to support the Customer Interaction goals. The Product Owner combines both development (DEV) of (new) capabilities and also supports the operation (OPS) with the agreed availability ratings of its products. Resulting in higher customer satisfaction, efficiency in customer contact and further realisation of the strategy personal bank in the digital age.

In your role as Product Owner CIP you are responsible for:

- Maintaining and building the high performance DevOps teams to deliver as much business value as possible with motivated and vital team members.
- Following internal and external developments, relevant innovations and technical developments in relation to it’s products and business. Translate the consequences of these developments (added value, direction to be followed) for the long-term vision of the product and strategy of the Grid.
- Stimulating the autonomy and the self-directed development of the scrum team by investing and supporting autonomy at the right level. Ensures escalation to the right level if needed, resolves issues in prioritization in the team.
- Ensuring an up-to-date product, distribution or enabler portfolio of the Grid, including the substantiation.
Communicates about developments, changes and innovations. Initiates, stimulates, coordinates and creates conditions for product adaptation / innovation and professionalization of the focus area.
- Monitoring and challenging the performance of the capabilities and consuming processes and focuses on continuous improvement and the rapid resolution of issues. Stimulating the optimal use and further development of the relevant processes.
- Role model in the field of problem solving (solving root causes) and the bottom-up identification of (continuous) improvements.
Implementation and further development of the Agile Way of Working in the scrum team and teams you work together with.

Working environment

Your colleagues in the Customer Interaction department are the accelerators of ABN AMRO'sdigital future. We are a diverse teamofcurious and committed colleagues, working togetherto deliver business value and to create a great place to work. We continuously learn by listening to our customers and each other.We set ambitious goals for the work we deliver, we seek the same in the technologies and partners we work with.
The Customer Interaction department works for all client units within the bank. This creates a broad area of stakeholders and priorities to manage. As Product Owner you ensure, together with Business Developers and teams, the correct prioritization of the products and services and the creation and maintenance of a climate in which the long-term focus on the needs of the customer is taken as the starting point. You strive for balance in the interests of the customer and that of the bank.

Your profile

Ideal experience

• 5+ years of experience in an international IT environment
• Demonstrable experience as a Product Owner
• Strong stakeholder management skills at different levels
• Affinity with and a vision on Customer Interaction
• Ability to set up and further develop business partnerships with vendors
• Ability to form a product vision and set priorities, so that the execution becomes visible
• Ability to clearly communicate, to win others over, to value the interests of others
• Work and reason at master/university level
• Knowledge of the ABN AMRO strategy, it’s services and customers is a plus
• Knowledge of the business and IT-architecture, process design & - management and corporate values
• Knowledge of the Agile way of working and the SCRUM method
• Technical knowhow and (relevant) IT knowledge for Customer Interaction
• Knowledge of innovation and relevant developments regarding Customer Interaction outside the organization

We are offering

We offer what we state in our value promise:
As the Customer Interaction department we enable ABN AMRO’s move towards a personal bank in the digital age. We help our customers thrive in a rapidly digitizing world. With our knowledge, skills and ambition we will lead the reinvention of customer interaction and convenient digital processes.
We skilfully balance convenience, support and expertise in customer contact. We leverage data and analytics to deliver pro-active experiences tailored to our customers’ needs. Only when we correctly, seamlessly and effortlessly match our solutions to customers and their intents, can we truly help all our customers first-time right.
Salary indication: EUR 77k - 97k all-in, gross per year based on a 36 hour work week (40 hours is also possibile).

Interested?

Are you interested? We look forward to your application! Your motivation can be either in English or Dutch and should only answer the following two questions: Why are you applying for this vacancy? Why are you a match with this role?
Kind regards, Lisa Dubach, (Lead) Product Owner Customer Interaction lisa.dubach@nl.abnamro.com

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. In addition, a recruitment agency can only submit a resume when invited by a Talent Acquisition Specialist to join the search for a right candidate. All unsolicited resumes sent to us will be considered property of ABN AMRO BANK N.V. In this case, ABN AMRO will not be held liable to pay a placement fee.