Do you want to help over 1 million customers stay financially healthy through innovative digital experiences?

Are you passionate about digital customer journeys and convinced that the best customer experience starts in the app and on the web? Do you get excited about turning customer insights into smart digital solutions that change behaviour and positively impact people's financial wellbeing? 

At ING Collections NL, we're looking for a Customer Journey Expert (CJE) who combines customer obsession with a strong affinity for digital products, experimentation and innovation. Together with engineers, data analysts and operational experts, you'll design and improve digital journeys that help customers prevent and resolve financial difficulties independently. 

The team | Squad

The team plays a crucial role in helping customers with (potential) financial difficulties through ING's digital channels, including the ING App and Web. 

As a Product Owner, you will shape the future of our digital self-service journeys. You will identify customer pain points, explore innovative solutions and work closely with engineers and designers to deliver seamless experiences that make a real difference in customers' lives. 

This is a hands-on role for someone who enjoys bringing ideas to life, leveraging technology, using data to make decisions and continuously improving digital experiences. 

Roles and responsibilities

• Own and improve customer journeys across the ING App and Web channels for customers with (potential) financial difficulties. 

• Lead the rollout of global digital solutions across multiple countries, adapting them to local needs while ensuring scalability and consistency. 

• Translate customer insights, behavioural data and market trends into innovative digital propositions and solutions. 

• Work closely with engineers, analysts and operational colleagues to design, build, test and optimise digital journeys. 

• Drive experimentation and continuous improvement through customer research, A/B testing and data-driven decision making. 

• Identify opportunities to increase customer self-service, reduce friction and improve customer outcomes. 

• Influence customer behaviour through smart digital interventions, communication and journey design. 

• Connect stakeholders across ING to align customer, business and technology perspectives. 

How to succeed

To succeed in this role, you:

• Bring at least 3+ years of experience in customer experience, product management or digital journey management, including one to two years contributing to large-scale projects and complex deliveries. This enables you to navigate dependencies and turn plans into tangible results.
• Translate customer needs, behavioural insights and data into effective digital journeys and measurable improvements.
• Bridge business and IT by defining clear requirements and working closely with engineers throughout development and testing.
• Navigate complex stakeholder environments and align customer, business, operational and technology perspectives.
• Apply an analytical, experimental mindset and work effectively in an Agile environment.
• Communicate fluently in Dutch and English.
• Experience with customer research, A/B testing, conversion optimisation or CMS platforms such as Bloomreach is an advantage.

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
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.

Original posting date: 9/9/2026