Product Area Lead Global Assisted Channels

Product Area Lead, Global Assisted Channels, Tribe Digital, Assisted Channels & Customer Interaction

GJA20

We redefine banking. What about you?
At ING we have the bold ambition to create the most personal and impactful mobile led financial experience for our customers, while making a positive contribution to the society and the world we live in. The tribe Digital, Assisted Channels and Customer Interactions is at the heart of these ambitions, not only for The Netherlands, but also for all the other countries using One App One Web and the Global Assisted Channels platform.

The working environment: global connected with local
As Product Area Lead, Global Assisted Channels, you have the opportunity to cocreate the mobile led, but also human, experience to be offered to almost 15 million retail and business customers in The Netherlands, Belgium, Germany and Luxembourg (coming soon Italy and Australia as well).

• Our Global Assisted Platforms are responsible for our global tooling for our contact center and chat, as well as the CRM platforms to be used by our experts and advisors in the frontline. You will work closely together with the two other product areas on a Global level;
• One App Web Core and Payments, responsible for the foundations of the digital platform like app and web shells, platform services, core components, as well as the global modules for enrollment and payments and the roll out coordination.
• One App Web Sales and Engagement, owner of the overview, product shop and service corner of the app. Creating the tools, widgets and communication capabilities to maximize digital engagement.

Your role & responsibilities:
Together with your team, you are responsible for the Global Assisted Channels area, consisting of CC2.0 and IRIS.

The Global Assisted Platform (GAP) area is the global provider of CC2.0 and IRIS. CC2.0 is ING's target customer-employee communications platform (voice(bot(,chat (bot), video, mail & task routing) built on top of Twilio API’s.IRIS is ING's target portal for all type of employees (contact center agents, advisors, back-office employees) to service customers.

The GAP team delivers & runs the platforms and  provides onboarding support to the consumers.

Last mile squads in the consuming countries configure the CC2.0 features for usage by the local contact centre, back office and advise teams. Local feature teams deliver the country & product specific IRIS features (similar to the OneApp/OneWeb model.
 

What are we looking for?
We are looking for a new Product Area Lead for the ‘Local Assisted Channels area. This area consists of 11 squads (~20 business & additionally ~70 IT colleagues).

An experienced Product Area Lead, with thourough knowledge of the Global assisted channels, understands the ING Global organisation and is able to transforms INGs vision in tangible results and help the squads from his/her area to make it happen (the what). In this role you can design the proposition for all ING countries.

You can deal with a complex stakeholder field and are able to collaborate with different teams to manage interdependencies. You understand technical concepts and can navigate complexity and uncertainty, connecting the dots and prioritizing for impact. You are an excellent communicator, both in writing as in presenting. You can not only set out and communicate the direction, but you are passionate and perseverant to make things happen. You are a good listener and able to convert feedback in even more valuable solutions. You are very strong in business to IT Delivery.

Your competences

• You have a master’s degree, and at least 10 years work experience running big digital platforms, ideally e-commerce, in an international environment
• You have strong commercial focus and have the analytical skills to identify relevant opportunities and take data driven decisions
• You are an excellent communicator, both in writing as in presenting
• You have proven track record in managing teams of CJE’s, data analysts, designers and engineers
• You are empathetic, able to create connection with teams and stakeholders around the world
• You have strong knowledge of existing and emerging digital, data and martech technologies
• You are able to work closely with IT, understanding their challenges and building in a scalable way
• You have an ambitious, pro-active and positive mindset
• You are fluent in Dutch & English, both in writing and speech

Rewards and 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