Customer Journey Expert Channel Management

<p><b>Customer Journey Expert</b></p><p>Your role and work environment</p><p>You will be part of the Digital Delivery Tribe, which drives digitalization across ING Wholesale Banking. The tribe consists of three Product Areas and four Centres of Expertise (CoEs), and works closely with WB Tech to deliver scalable, generic digital capabilities.</p><p></p><p><b>The team</b></p><p>As Senior Customer Journey Expert (CJE) in the Product Area Customer and Employee Interaction, you will play a key role in shaping and delivering digital capabilities that empower ING Wholesale Banking employees to serve clients effectively across the globe.</p><p></p><p>You will oversee the development and continuous improvement of a wide scope of employee-facing solutions—such as InsideBusiness Service (including the service request module), the 360° client view, document management, team and permission management, contact center tooling (e.g., Twilio), knowledge bases, chat, and Salesforce CRM.</p><p></p><p>You support your Product Lead by helping to manage this broad scope and act as a strategic advisor across squads. You will bring vision, structure, and clarity across delivery streams and ensure business and employee needs are translated into concrete digital solutions. You will work alongside multiple CJEs—guiding, supporting, and enabling them without direct hierarchical responsibility.</p><p></p><p></p><p><b><span>Roles and responsibilities</span></b></p><ul><li>As a CJE, your responsibilities include:</li><li>Shape and maintain the product vision and roadmap in close collaboration with the Product Lead.</li><li>Provide guidance and support across multiple squads and CJEs to ensure consistency, efficiency, and user value.</li><li>Act as a sparring partner for your Product Lead in managing priorities and setting direction.</li><li>Translate data and user insights into actionable improvements for employees in service and sales roles.</li><li>Ensure alignment with business and tech stakeholders across Tribes, domains, and countries.</li><li>Promote reuse and adoption of capabilities across Wholesale Banking.</li><li>Advocate for design thinking, service excellence, and a seamless user experience.</li><li>Contribute to Quarterly Business Reviews and drive continuous improvement within the product area.</li></ul><p></p><p></p><p><b><span>How to succeed</span></b></p><ul><li>You bring 10–15 years of experience in digital product or customer journey roles, including 3–5 years of experience with digital platforms and journeys.</li><li>You are strategic and hands-on, able to zoom in and out between vision and execution.</li><li>You are experienced in interactive capabilities and familiar with the relevant technologies and tooling.</li><li>You have a strong analytical mindset and use data to drive decisions.</li><li>You communicate clearly and confidently in English, across all levels of the organization.</li><li>You are a natural collaborator who thrives in diverse, cross-functional environments.</li><li>You are comfortable in an Agile environment and understand the dynamics of multi-squad delivery.</li><li>You have a proactive, advisory mindset and a passion for helping others succeed.</li></ul><p></p><p><b>Rewards and benefits</b><br/>We want to make sure that it’s possible for you to strike the right balance between your career and your private life. <a href="https://careers.ing.com/en/benefits-NL" rel="noopener noreferrer" target="_blank">Find out more about our employment conditions.</a></p><p>The benefits of working with us at ING include:<br/> </p><p><span>●         </span> 24-27 vacation days depending on contract</p><p><span>●         </span> Pension scheme</p><p><span>●         </span> 13th month salary</p><p><span>●         </span> 8% Holiday payment</p><p><span>●         </span> Hybrid working</p><p><span>●         </span> Personal growth and challenging work with endless possibilities</p><p><span>��         </span> An informal working environment with innovative colleagues</p><p><br/> </p><p><b>About us</b><br/>Curious about how ING empowers people and businesses to move forward<a href="https://careers.ing.com/en/working-in-the-netherlands" rel="noopener noreferrer" target="_blank">? Discover what we do and what we can offer you</a>.</p><p><br/> </p><p><b>Questions?</b><br/>Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.</p>