Product Manager/ Customer Journey Expert – Digital Mortgages

The Dutch housing market is a hot topic. Whether it's the shortage of houses, changing interest rates or the sustainable housing transition we aim for. ING is continuously striving to make impact for new and existing customers.

With ING, we are the best mobile-led bank of the continent and next to the aim to keep that position, we have a strategic focus on customer experience and sustainability. Within Wonen (Tribe) we have different Products with each their own focus contributing to the strategy for the Dutch market. One of the products is Digital Mortgage. Digital Mortgage has the ambition to provide document free mortgages. Whereas documents (for example employer statements, salary slips, pension overviews) are key elements in validating customer information for years, we have the ambition to increase the availability and usage of source data instead as an enabler to provide a frictionless experience to customers, and work towards our dream of an instant mortgage. In order to do this the team develops their own solutions and has partnerships with suppliers.

The Digital Mortgage team is looking for an experienced Product Manager (Customer Journey Expert). Do you want to bring the customer experience to a next level by always exploring the newest and best solutions with external partners and internal stakeholders, simplifying processes, finding new sources of data, and implementing and optimizing those? Do you like working together by steering and consulting several stakeholders and partners internally and externally? Do you have state-of-the-art ideas on how to develop our digital mortgage propositions? Are you experienced in bridging the gap between business ideas and IT solutions? Are you a team player? And last but nog least do you have an entrepreneurial mindset to take it on & make it happen? Then we are looking for you!

Your new team
Wonen is one of the largest tribes within ING Retail. With 600.000+ customers we are one of the biggest mortgage providers of the country.

ING embraces hybrid working. Part of the time you work from our head quarters in Amsterdam together with your team.

We currently have a Sr Product Management vacancy in Product Digital. Product Digital entails of two fullstack teams with both Business and IT people. This vacancy is available in one of the teams, with a focus on gathering external source data. The team consists of 2 more Customer Journey Experts and 3 Software Developers.

Your task
With your squad you are responsible for the offering of external source data supporting customers, ING advisors and independent brokers. You work together with all of these user groups and corresponding Tribe teams to create and optimize seamless, smooth and efficient customer journeys. You play an active role in running the business, executing plans and defining future roadmaps. In doing so you work fact-based, both qualitative and quantitative – with a close eye on customer experience, operational risks, costs, software and domain architecture, and in co-creation with your other team members, both business and IT.

Who are you and what will you do?
You are a team player, have excellent problem-solving ability and can drive projects from concept to execution. As Sr Customer Journey Expert you:

• Define together with your team the roadmap based on qualitative and quantitative research, as well as internal and external explorations to assess possibilities
• Translate features in realizable roadmaps taking MVP slicing and milestones into account
• Define project principles, requirements and use process designs to visualize changes
• Work in close collaboration of your fellow team members, both business and IT, on executing plans. In doing so you keep your stakeholders close
• You act as a consultant towards the teams that use your solutions by guiding them how to implement the solutions best in order to get the best adoption and customer experience
• Some projects are executed interbank. You represent ING’s needs and wishes here and make sure the solutions fit ING
• Understand the need to comply with regulations and policies, but dare to debate alternatives and challenge status quo
• Solid interpersonal and collaborative skills. You like to build a relevant network and partnerships in- and outside of ING
• Strong problem-solving skills and the ability to take decisions based on data and facts
• Are extremely eager and motivated to make things that are new to ING and new to the market do happen!

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. 

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