Customer Journey Expert Personalization Features Mobile & Web

Within the newly formed Tribe Global Digital & Assisted Channels, we are shaping the future of our mobile and web platforms to deliver the best digital banking experience globally. We are looking for a Product Owner / Customer Journey Expert (Mobile & Web) to join our Product Channel Communication Capabilities area.

In this role, you will:

• Act as a Product Owner for the team, managing the product backlog, defining priorities, and aligning delivery with business goals.
• Take ownership of web platform personalization capabilities, including inbound communications, proactive communications, and personalized messaging.
• Focus on how these personalization capabilities can support different bank segments such as the Business Banking segment, ensuring tailored experiences for business customers.
• Take end-to-end ownership of our global customer feedback and survey solution, The Voice.
• Contribute to cross-product initiatives, such as the Global Communication Guidebook and strategic cross-channel deliveries.
• Support and accelerate testing capabilities across mobile and web teams.

This is a unique opportunity to combine product leadership with customer journey expertise, while also shaping strategic, cross-cutting initiatives that impact the entire digital landscape.

What You’ll Do

• Own and manage the product backlog, ensuring alignment with business priorities and customer needs.
• Translate business needs into clear, actionable requirements for engineers.
• Collaborate closely with your squad(s) to deliver high-quality, secure, and compliant digital features.
• Drive continuous improvement in delivery predictability, quality, and velocity.
• Lead or contribute to cross-product initiatives, such as the Global Communication Guidebook and shared delivery frameworks.
• Take ownership of personalization capabilities on the web platform, ensuring they are effectively leveraged for Business Banking customers.
• Act as a key stakeholder for The Voice, ensuring its successful rollout and adoption across countries.
• Work with other Product Owners, Customer Journey Experts, and Product Leads to ensure a consistent and scalable digital experience across markets.

What You Bring

• Proven experience as a Product Owner, Customer Journey Expert, or Business Analyst in a digital environment.
• Strong understanding of mobile and web development, including APIs and front-end/back-end interactions.
• Experience with Agile methodologies (Scrum, PACE).
• A strategic mindset with the ability to work across products and teams.
• Excellent stakeholder management and communication skills.
• A passion for customer-centric design and continuous improvement.
• Fluency in English.

What We Offer

- A salary tailored to your expertise
- 24–27 vacation days
- Pension scheme, 13th month, and holiday allowance
- Hybrid working possibilities
- A diverse, international, and informal work environment
- Opportunities to grow and shape your career

About ING

With 60,000 employees in 40 countries, ING is a place for people with initiative and ambition. We hire for potential, not just experience. If you’re curious, collaborative, and ready to make an impact, we’ll support you every step of the way.