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Senior Product Manager (Customer Journey Expert)

ING

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ING is looking for a Senior Product Manager (Customer Journey Expert). Are you a product manager with strong project and stakeholder management skills to take on these exciting challenges? Keep on reading!

The Dutch housing market is always a hot topic. Whether it's the shortage of houses, the recent surge in interest rates or the sustainable housing transition we need to make. ING is always looking to make impact for potential and existing customers.

  • Proficiency in Dutch is a requirement for this position. For more information, please visit our Dutch vacancy here.**

The department | the tribe

In our department (tribe) Mortgages NL we work towards becoming the best mobile-led, sustainable mortgage bank of the continent. We are looking for an experienced product manager (customer journey expert) to help us realize this ambition. Do you have affinity with developing and optimizing our mortgage product? Do you have experience and affinity with creating the best journeys for our customers? Do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

Your team | the squad

Mortgages is one of the largest tribes within ING Retail, with 60 agile teams (squads) in Amsterdam, Leeuwarden and abroad. The tribe entails all products and processes associated with starting and having a mortgage at ING. With 600.000+ customers we are one of the biggest mortgage providers in the country.

You will working in our product Service Excellence, part of the product area In Life Management. Our purpose is “Being a reliable and available partner that empowers customers in making autonomous decisions during the full lifetime of their mortgage”. This means we focus on improving and digitizing the journeys our mortgage customers go through during the lifetime of their mortgage.

Together with your squad, you drive realization of the best customer experience for our customers anemployees according to ING's customer experience principles: personal, easy and smart.

Roles and responsibilities

As a Senior Product Manager, you:

  • Contribute to the continuous optimization of customer and employee facing processes
  • Providing an excellent customer experience, improving the conversion, resolving incidents, and co-creating the future vision on mortgages
  • Work fact-based, both qualitative and data - with an eye on customer experience, operational risks, costs and in dialogue with stakeholders such as IT-engineers in your product, risk parties, UX-designers and architects
  • Translate features in realizable roadmaps taking MVP slicing and milestones into account
  • Define project principles, requirements and use process designs to visualize changes
  • Understand the need to comply with regulations and policies, but dare to debate alternatives and challenge status quo
  • Are a champion of customer experience and know what excites customers
  • Drive to make things happen
  • Possess strong analytical skills and takes decisions based on data and facts
  • Based on experience: train/coach team members in project management and/or process analysis

How to succeed 

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

Furthermore, you have:

  • Current residency in the Netherlands and fluent in the Dutch and English language (C2)
  • A bachelor's degree
  • Understanding of customer and employee needs and the ability to retrieve these
  • Relevant experience as business analyst, process/ business consultant and/or product manager
  • Strong problem-solving skills and the ability to take decisions based on data and facts
  • Solid interpersonal and collaborative skills to interact with different stakeholders
  • Curious mindset for the underlying application architecture, relevant IT-landscape and technologies
  • Knowledge of the mortgage domain is a pre but not a must

Rewards & benefits 

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 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

Interested?

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

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Read more at Working at ING.

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Confirmed 15 hours ago. Posted 17 days ago.

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