Product Owner – Support Services WPS

Are you a seasoned Product Owner capable of actively managing priorities of joint Service Development and Customer support teams in a complex technical and geographically dispersed environment?

Who are we? We are Global Workplace Services at ING and we deliver workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, wherever they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, software (e.g., Outlook, SharePoint, Windows, and Office). We also provide the infrastructure and support for these services.

The Role:

• Product Owner reporting into the Area Lead of Support Services at Workplace Services (scale 12)
• Go-to person for the Area Lead for support in identification and prioritization of strategic initiatives
• You manage the Local Support Service IT in the Netherlands for the Global Workplace Tribe.
• You will be responsible for general automation activities for WPS engineers and possibly ING employees where applicable

• Responsible for coaching and developing a cross-border (NL-PL) team of business intelligence and data engineering team

The Responsibilities:

• You manage the Local Support Service IT in the Netherlands for the Global Workplace Tribe.
• You establish and monitor quality metrics and constantly strive to improve quality and efficiency of the Local Support Service and support provided to our employees worldwide.
• You refine user stories for and with the IT Local Support Service vendor, based on customer feedback, and IT optimization initiatives
• You make sure the employees’ voice is translated into the innovative and customer-focused improvements you and the Local Support Service create.
• You manage the customer feedback loop from beginning to end (incl. NPS survey, data analysis and reporting) together with the IT service Desk, CJ Guild, Service Managers and BI team.
• You manage dependencies and cooperate closely with other squads and stakeholders, solving impediments this includes also other local support services non-IT, like facility management and HR.
• You understand the purpose and the roadmap of the WPS Tribe and create the backlog for the Local Support Service
• You support IT migrations for new services as well as new features by educating and preparing the LSS engineers to support new end-user questions or incidents
• You actively monitor the WPS user adoption plan in order to prepare the Local Support Service for any operational changes, new service or feature roll-out
• You monitor all user interaction channels (Yammer Community, Ambassador platform, OneIntranet, tickets, Chats, ChatBot, MS Teams, etc) in order to continuously improve the way, we engage, interact and support our ING colleagues
• You actively contribute to the analysis of our customer feedback, together with the CJ guild and Service Managers, in order to translate that feedback into actionable improvements for WPS services, user adoption and employee experience
• You analyze tickets trends, incident causes and users dissatisfactions in order to create self-service solutions as well as improve the overall employee experience with Local Support Service, the Service Desk and WPS services
• You innovate the way we interact with our employees by moving from a traditional Local Support Service into a digital “support-less” model
• Provide insights into shared backlog prioritization to Business Intelligence team
• Support coaching and development of business analysts responsible for Customer Intelligence team

Who are we looking for?

A colleague with a talent for taking it on and making it happen. You are passionate about bringing fresh ideas to life and embrace challenges in a fast changing and complex environment. You know how to connect colleagues in globally distributed multidisciplinary teams to achieve common goals. You are an enthusiastic professional who gets energy from working on concrete and tangible results. You love to challenge the status quo and are eager to propose creative solutions to problems. Customer perspective is your primary driver. You are driven to continually develop and / or broaden your own expertise.

Specifically :

• You have experience as a Product Owner of one or more squads or equivalent experience as a Program Manager and/or Product Manager in a Technical field
• You are experienced in leading cross-functional and geographically dispersed teams
• You have a continuous improvement mindset and overall process improvement knowledge (LEAN thinking), Design Thinking, Lean Start-up, business agility.
• You are genuinely interested in and understand how colleagues use our products and services

• You have excellent problem-solving skills and passion for and the ability to redesigning processes that would otherwise pose an impediment to the organisation; can structure issues and simplify complexity.

• You translate qualitative insights into relevant and impactful propositions and improvements.
• You base decisions on facts and data
• You stay up to date on how the technology is changing and are able to problem solve together with IT and business colleagues
• You have experience with Agile and/or scrum methodology and tools
• You are good at communicating, presenting and selling your ideas;
• You can achieve optimum results by empowering teams and giving them responsibility, while challenging them and keeping them on the ball
• You are enthusiastic and a real team player to whom stakeholders management comes naturally
• You can set aside own 'ego' in the interests of achieving the best results, helping others to be successful
• You value a multi-cultural environment where English is the working language and you easily get on with people from different cultural backgrounds (bonus if you know Dutch and/or Polish)
• You are passionate about growing and developing people
• Business Intelligence background – is familiar and understand the BI terminology and concepts or worked with at least one BI tool like Power BI, QlikView, Tableau, etc…
• Experience in software development using agile methodology - worked with TFS / Azure DevOps / Jira
• Experience in designing and building the BI solutions, preferably based on public cloud (Azure) services such as Synapse Analytics, Azure Databricks, Power BI Service, but on premises experience in that area is also welcome
• Can document business and functional requirements etc.
• Knowledge of Data Warehousing, Data Management concepts

Don’t meet every single requirement? Studies have shown that women and minorities are less likely to apply to jobs unless they meet every single qualification. At ING we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

At ING, we have a hybrid mode model where people have the flexibility to work from the office and from home to have a better work-life balance.

Rewards & benefits

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. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-27 vacation days depending on contract

• 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

• Work Agile, so new ideas come to life faster

Questions?

Contact Pierre Julien Dechassat in our Tech recruitment team for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

About us

With 57,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.