Customer Journey Expert – Tribe Payments – Customer Reporting

The opportunity

ING Wholesale Banking Tribe Payments is looking for a Customer Journey Expert (CJE) working on the Customer Reporting in the role of Chief Product Owner (CPO). In that role you are an entrepreneur that combines client focus and delivery power, while managing squad interdependencies and stakeholders. You have end-to-end responsibility for the development, management, harmonization and phasing out of commercial products and services with a view to achieving an optimum customer experience.

The team

ING Wholesale Banking Tribe Payments works conform Agile principles in self-organizing teams. Important aspects of this way of working are initiative, flexibility, continuous development, continuous improvement, active and positive collaboration.

You work not only on delivery and on how we run a product, but also on creating a vision on how we create it, how we manage the business value and how we deliver a differentiating customer experience. Therefore, we need someone who can contribute to a continuous, emerging, all-round product vision that is covering all elements for the product life cycle, with the ultimate goal to increase customer impact.

You do that by steering squads who work on the product by providing them with a strategic direction, defining the product roadmap and by managing stakeholders around the product. You are also a member of a Chapter where you work on enhancing your craftsmanship.

Roles and responsibilities

• You own the Customer Reporting product (end-to-end), which means you and your team are responsible for a seamless customer experience of Wholesale Banking client’s reconciliation journey. You formulate a clear purpose for your Product Area based on the client and product strategy and (changing) market conditions and are responsible for delivering on the tribe purpose.
• You are able to take responsibility, steer strategy and realizations based on facts and data; managerial courage to question and make decisions. You are a mandated IT asset owner, risk manager, and data owner for the product and accepts test results and approves (IT) changes on the product.
• Your primary responsibility is to facilitate, support and motivate the squads in your area
• You determine - in consultation with the Tribe Lead - the team structure of your Product Area
• You stimulate cross-border interaction between people, tribes, squads and chapters (within and outside your own Product Area)
• Define the roadmap of the product to maximize business value through ordering and prioritization of the product backlog, under consideration of relevant stakeholder needs
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.
• Apply your experience in supporting to build and manage the products with an end-to-end mindset, including the needed COPAF design and implementation and business operations and services
• You have a constant focus on cost efficiency to be able to compete in the market
• Be responsible for implementing and operating our services for our clients
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies
• You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast-changing context of digital transformation
• Offering solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities
• Safeguard our license to operate by secure and flawless 24/7 operations while ensuring regulatory compliance

How to succeed

Our biggest expectation is that you’ll remain curious, willingness to keep on learning and are not afraid to take responsibility. In return, we’ll support you to develop into an even more awesome version of yourself!

We are looking for a colleague with talent for taking it on and making it happen, enthusiasm for helping others to be successful and known for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Chief Product Owner, you will also need to be able to:

• Communicate effectively, in which you can adapt your style and the content of your communication to the needs of others you work with. You always pay attention to the input and opinions of others
• Have a customer focus, where you build strong customer relationships and deliver customer-centric solutions
• Be organizational savvy, you maneuver easily through complex policies, processes and people-related organizational dynamics across ING
• Look ahead, you show a strategic mindset and you find future opportunities which you can translate into concrete strategies
• Be tech savvy, where you anticipate and leverage innovations in digital and technical applications that make ING commercially stronger and more effective

As a Chief Product Owner you have/are

• A Master’s or Bachelor’s degree
• 5+ years of relevant experience in product, marketing and/or programme management
• Knowledge about Account statement formats (MT940, CAMT.053) is a plus.
• Proven experience or strong affinity with the ING Agile Way of Working is a plus
• Sound experience in building strategic roadmaps
• Able to simplify solutions and processes and able to tell the story clearly to clients and front-office colleagues
• Fluent in English (verbally and written), Dutch is a plus but not essential

Rewards & Benefits

It’s important to us that you are able 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 tailored to your qualities and experience
• 24-27 vacation days depending on your contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% holiday allowance
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Work Agile, so new ideas come to life faster.

Interested?

Please upload your CV and motivation letter by clicking the “Apply” button.