About the role
For ING Collections NL, we're looking for a Product Manager 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.
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
Requirements
•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
•Ability to translate customer needs, behavioural insights and data into effective digital journeys and measurable improvements
•Ability to bridge business and IT by defining clear requirements and working closely with engineers throughout development and testing
•Ability to navigate complex stakeholder environments and align customer, business, operational and technology perspectives
•Analytical, experimental mindset and ability to work effectively in an Agile environment
•Fluent communication in Dutch and English
Nice to have
•Experience with customer research, A/B testing, conversion optimisation or CMS platforms such as Bloomreach
What 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 international teams and a knowledge sharing culture
•Support for balancing career and private life
•A salary tailored to your qualities and experience
•Individual leave: 24+2 individual holiday days based on a 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
