Customer Journey Expert

<p><b>We redefine banking. What about you?</b></p><p>There has never been a more interesting time to work at ING. We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!</p><p></p><p><b>Your role &amp; work environment </b></p><p>At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in. To deliver on these ambitious promises, we need to have a strong strategic and commercially focused organization around our products, where our squads working on those products are enabled by clear prioritization, accountability and capabilities.</p><p></p><p>To put it in short, the CJE PM VI is a position where all elements of a product come together, the what and the how, with an end-to-end responsibility. You work not only on delivery and on how we run a product, but also on creating a vision on how we create it, how we manage the business value and how we deliver a differentiating customer experience. Therefore, we need someone who can contribute to a continuous, emerging, all-round product vision that is covering all elements for the product life cycle, with the ultimate goal to increase customer impact.</p><p></p><p>As a CJE PM VI you report hierarchically to a Product Lead, where multiple products come together.</p><p></p><p><b>Product description</b></p><p>Responsible for all IT developments of Insurance in NL, and the maintenance (including LCM) of the IT insurance shared platform. Together with two teams of IT engineers, UX, in close cooperation with ITAL/IT chapter leads.</p><p></p><p><b>Roles and responsibilities</b></p><p>As a CJE PM VI you:</p><ul><li>Own a product (end-to-end), which means you are accountable for the product vision, including functionality, technology, user experience design, monetising the functionality (or interaction pattern with internal consumers), how to acquire users and customers and offline experiences that are needed to deliver on the product’s value</li><li>Take collective ownership of the product, including engineering and architecture aspects</li><li>Perform analyses to stay on top of market trends, to ensure product’s competitive position</li><li>Define the roadmap of the product to maximize business value through ordering and prioritisation of the product backlog, under consideration of relevant stakeholder needs</li><li>Prioritise the product backlog (both on functional as non-functional requirements as risks, reliability, IT Run, LCM)</li><li>Focus on delivery through collaboration, ability to bring people together to work towards the same purpose. </li><li>Are able to take responsibility, steer strategy and realisations based on facts and data; managerial courage to question and make decisions. Are a mandated IT asset owner, risk manager, and in case <span>of a non-generic</span> IT asset, data owner for the product and accepts test results and approves (IT) changes on the product</li><li>Ensures adherence to Process Control Standards</li><li>Build the craftsmanship of the employees in the team in line with the strategy of the Tribe and Area.</li><li>Ensure compliance with relevant regulation and internal/external requirements </li></ul><p></p><p><b>We look for </b></p><p>A person who takes things on and makes things happen; who is passionate about helping others to be successful; and has a knack for always being a step ahead. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.</p><p>As a CJE PM VI, you will also need to be able to:</p><ul><li>Communicate effectively, in which you can adapt your style and the content of your communication to the needs of others you work with. You always pay attention to the input and opinions of others</li><li>Have a customer focus, where you build strong customer relationships and deliver customer-centric solutions</li><li>Drive engagement, you create an environment in which people are motivated to perform at their best to help ING to achieve its goals</li><li>Be organisational savvy, you manoeuvre easily through complex policies, processes and people-related organisational dynamics across ING</li><li>Look ahead, you show a strategic mindset and you find future opportunities which you can translate into concrete strategies</li><li>Be tech savvy, where you anticipate and leverage innovations in digital and technical applications that make ING commercially stronger and more effective</li></ul><p></p><p><b>Your scope</b></p><p>IT Assets managed:</p><ul><li>API's with insurance partners</li><li>Key stakeholders:</li><li>IT, consumer lending partners, consumer lendin