Customer Journey Expert (Product manager) - Fraud NL Authentication & Consent

Do you want to work at a department with a strong sense of purpose?

The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products. Our Authentication & Consent team has an integral role in ING's critical payment chain. Via our services, customers can gain access to (digital) banking and give consent on financial and non-financial transactions. We are committed to delivering fully digital and highly secure journeys in line with ING's ambition to become the best mobile-led bank on the continent. Would you like to join us on this road towards the bank of the future?

Work in a team with a focused and complex mission

We arrived at a point in time where the authentication means and how they are shared with the customer are no longer in line with what we aim to achieve: digital excellence. In other words, providing products and services are so simple, customers do not need help. Hence, radical changes are needed. So that we can service our customers safely but digitally and complaints are significantly reduced. At the same time we aim to accelerate ING’s growth ambitions by making sure that not only existing customers with a current account, but also prospects and other type of customers (e.g. heirs) can access online banking quickly and have all they need to do this safely. And last, but not least. We need to comply with three big changes in legislation (PSD3/PSR, eIDas and European Accessibility Act). A lot of challenges ahead, that offer great opportunities and interesting topics to work on.

Roles and responsibilities

As a Customer Journey Expert - at Fraud we call this position 'Fraud Management Product Expert' - within the Prevention area of the Fraud department, you will collaborate with colleagues across the bank to enhance our service to customers and internal teams. Your role involves balancing the need for digitalization and an exceptional customer experience with the imperative of security in combating fraud. You will translate the requests of various departments into tangible improvements for our customers, demonstrating a passion for reliable solutions. In a fast-paced environment, you will take the initiative, think critically, and engage with internal and external stakeholders.

• Ensure continuity and quality of our data and services. Together with the rest of the team you ensure our services are safe and available 24/7. You support consumers of our services.

• As the business representative, you have a steering role in the IT-development. You will define the requirements for our customers, align those with the relevant stakeholders and help the team with the delivery by translating the requirements in user stories and support in testing the delivered features.

• Improvements in customer experience. Based on customer feedback that you gather, propose and implement improvements in our services.

What will you be doing?

In the authentication & consent team within fraud prevention you work with several other product managers, engineers and the product (area) lead to provide a clear digitization roadmap that supports ING’s growth ambitions. You will be combining the work of multiple high stakes programs with our own desires to improve fraud prevention journeys.

• Your challenge will be to own the ‘aim for growth’ roadmap from a fraud prevention perspective and align this with other (senior) stakeholders across the business and IT.

• Responsibilities are broader than the typical PO role, as a product manager your responsibilities encompass the entire product lifecycle from product discovery to product delivery. You will get the opportunity to be creative and become a real expert in your field;

• Your role will be very diverse and challenging; you will be thinking about new solutions. When refining the solution, you will work with UX (user experience experts) and channel experts to optimize the journey across ING. You will also assess the risks involved with this new solution and propose mitigating measures to minimize the risks involved. During implementation you will also be responsible for the marketing in our channels such as communication on ING.nl and the instruction for the colleagues in the assisted channels. Balancing the needs of our customers and many other stakeholders;

• You initiate product and/or process improvements to ensure that the product range remains attractive, relevant and compliant; together with the team of which you are a member;

• You are willing to travel occasionally.

How to succeed?