Within the tribe Digital, Assisted & Customer Interactions we are working every day on our mobile and web channels to provide our customers with the best digital banking experience. We have the ambition to be the best mobile-led bank on the continent. Does this spark your interest? Or maybe you have ideas how we can further enhance our digital channels? This might be a great opportunity for you: we are looking for a senior Customer Journey Expert to join our tribe in the product Digital Channels NL. Are you excited to take on the challenge? Join us!
The Digital tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channels in The Netherlands, which is (by far) the largest market for ING. Such as digital enablement and engagement for payments, mortgages, daily banking, loans and wealth management. Our tribe is there to give our retail and business customers the best digital channel experience they could wish for.
The squads in our area develop and maintain various mobile and web front end applications in the ING Mobile Banking app and the ING website. In general, we are constantly aiming to exceed expectations of our millions of app and web users in the Netherlands.
Are you our new senior CJE for our mobile native development squad?
We are looking for a tech-savvy, senior customer journey expert (PO role) for our mobile native development team. An experienced CJE with a clear focus on customer impact, a natural talent to manage a diverse landscape of stakeholders, strong digital delivery passion and power. Experience in the domain of mobile native development is a must. Your new team consist of 2 other CJE's and 6 native engineers: 3 Android and 3 iOS, all based in Amsterdam (Acanthus office).
What will you do
- You understand the purpose and the Operational Key Results (OKR's) of our tribe and support the execution of our mobile-led / Horizon '28 strategy
- You translate the purpose, the why, your business & product knowledge to your squad and work with your squad daily to realize the sprint ambitions
- You help your squad to improve on predictability in delivery, output quality and optimize its velocity (based on DORA metrics)
- You closely collaborate with other Customer Journey Experts and Product Leads in your area, translating the voice of the customer, business stakeholders and IT needs into requirements
- You jointly take up QA tasks and regression testing of the features in your scope
- You apply your experience in supporting to build and manage the features of your team with a customer centric focus and an end-to-end mindset
- You ensure our license to operate as a bank by secure and flawless 24/7 operations whilst keeping strong focus on regulatory compliance
What does your new team look like
- The squad where you'll be part of is responsible for a number of important, strategic features in ING's mobile banking app, including:
o iDEAL and iDEAL 2.0
o Mobile Onboarding
o ID&V (Identification & verification process, including alignment with our 3rd party provider Mitek)
o Various Enhanced Web View (EWV) entry points to web journeys (including Daily Limit, Cash with a code, etc.)
o Various local native widgets in the app
- The team consists of customer journey experts, iOS engineers and Android engineers
- It's backlog is maintained in Azure backlog management with story and feature boards
- Your key stakeholders are within the Payments, Fraud and Daily Banking tribes in the Netherlands and in the Global Provider areas for OneApp and OneWeb
- Within our Product you form a team together with the Product Lead and the CJE's in the Last Mile squad, which is part of the same Product Digital Channels NL
How to succeed
- You are a team builder, connector, social sensitive
- You have talent for taking it on and making it happen and great enthusiasm for helping others to be successful. You are naturally a collaborative person who listens and invests in others to achieve common goals
- You are pro-active, known for always being a step ahead. You dare to speak up, communicate in a fast and transparent way to your team, your stakeholders and management
- You love to challenge the status quo and are eager to propose creative solutions to problems. You strive to bring fresh ideas to life, embrace challenges in a fast changing, international and complex environment
- You have a proven record in stakeholder management
- Experience in the domain of mobile development is a must
- You have an education and/or experience on the cutting edge of business and IT. Experience in software delivery projects is a huge plus
- You have experience as Product Owner, Customer Journey Expert or Business Analyst. You have experience with the Agile way of working, scrum or PACE methodologies, managing the (Azure) Product Backlog together with your squad(s)
- You are fluent in English, written and verbal (Dutch is a plus)
Rewards & benefits
We offer a brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude. The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.
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 tailored to your qualities and experience
- 36 or 40 hour workweek
- Individual leave: 24+2 individual holiday days based on 36 hr workweek
- Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
- CSR days: up to 2 days per year to actively engage in society by volunteering
- 13th month salary
- 8% Holiday payment
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- Mobility card
- Attractive pension scheme
- Hybrid working to blend home working for focus and office working for collaboration and co-creation
About us
With around 60,000 employees serving more than 38 million customers in over 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest
expectation is that you'll stay curious. Keep learning. Take on more responsibility. In return, we'll back you and help you develop into an even better version of yourself. If you want to work at the cutting edge of what's possible, surrounded by progressive, inspiring, friendly and supportive colleagues, there is no better place to invest your talents than at ING. Join us and apply today!
Het salaris bedraagt €4240 - €6882