Customer Journey Expert - Digital Engagement

Within the tribe Global Digital & Assisted Channels 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 Engagement. Are you excited to take on the challenge? Join us! 

The Digital and Assisted Channels Tribe, where you will be working, is responsible for multiple aspects of the mobile app and web channels for ING in multiple countries (Netherlands, Belgium, Luxembourg, Italy, Germany, Romania and Australia). We have millions of customers from across the world logging in to our applications billions of times a year. Our tribe is there to give our retail and business customers the best global digital channel experience they could wish for. 

The squads in our area develop and maintain various digital experiences and capabilities to make sure we have the leading digital banking experience in every country we operate in.

Are you our new CJE for our mobile native development squad?

We are looking for a tech-savvy, customer journey expert (PO/squad master) for our 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 huge plus. Your new team consist of  another CJE and 4 native engineers: 2 Android and 2 iOS.

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 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 :

• First page of the app – all your products and balances
• Details of your banking products
• Creating new experiences that are fun and innovative For E.g. Magician Mode, Birthday Pinata, etc.
• Releasing and managing your features across multiple countries 

• The team consists of customer journey experts, iOS engineers and Android engineers 
• Its backlog is maintained in Azure backlog management with story and feature boards 
• Your key stakeholders are within the digital banking departments of banks globally. They represent multiple customer segments – Retail, Business and Private Banking
• Within our Product you form a team together with the Product Lead and the other CJE’s in squads outside yours, which is part of the same Product Digital Engagement 

How to succeed 

• 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 and web development is a huge plus 

• 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) 

Employment conditions & benefits

We want to ensure that you can strike the right balance between your career and private life. Find out more about our employment conditions at https://www.ing.jobs/nederland/Over-ING/arbeidsvoorwaarden.htm

We want to make sure that you can find the right balance between your career and your private life. The benefits of working at ING include:

• A salary tailored to your qualities and experience between 4,367 and 7,088 euro gross per month based on 36 hours per week.
• A 36 or 40-hour working week in accordance with hybrid working (partly Amsterdam and partly from home).
• 24-27 vacation days, depending on your contract. Supplemented with extra diversity days and collective days off.
• Pension scheme
• 13th month salary
• Individual savings contribution (BIS), 3.5% of your gross annual salary
• 8% holiday pay
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Flexible working so new ideas come to life faster

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.

You can learn more about this in this link:

Working at ING

Join us and apply today!