Customer Journey Expert / Product Manager - Pega Platform

OnePega Platform is part of the Retail & Banking Technology domain and a key element of the scalable Tech foundation for ING’s strategy going forward. OnePega Platform has been in development for some years now and has matured to a great extent. Currently the platform is in use by multiple ING countries and has proven its value with many proof points.

The purpose of OnePega Platform is to enable ING Business (and their application development squads) to automate their processes / workflows and develop new customer services and propositions with a quick time to market and time to scale. We offer a ready to use platform with reusable components that enable them to assemble their proposition instead of building it from scratch. Now the platform has matured from a technical perspective, it is time to further stimulate the use of it and for that strong stakeholder management and deep understanding of process automation and workflow management is needed. Also, those already using us need to be catered for and we need to stimulate that they consume and reuse even more. And in doing so, we digitally transform ING as a whole into a true global bank.

The role of the Customer Journey Expert here is key to the successful adoption of OnePega Platform throughout ING. You are a part of a team organising for transformation towards OnePega Platform (and the other platforms in Banking Technology Platform) over several countries/ING Entities. You need to have a strong stakeholder management skills and a determined way of steering and guiding an array of stakeholders and departments towards the vision of the platform. You’ll not only deal with selected consumers from all over the world, but also with departments that are related to further developing the platform (Risk/Finance etc). Persistence and relationship building is key in this role.

Responsibilities:

• Work with both potential and existing consumers of the platform to determine their footprint / requirements, and mapping those to the services provided by our domain
• Work with selected consumers of the platform to determine their ideal process automation and consumption/reuse of the platform
• Work together with other departments throughout ING (e.g. Global Process Management) to drive process automation to the next level within ING
• Bring structural improvements to the platform by working with our internal squads to deliver an optimal platform experience
• Represent and advocate for OnePega Platform consumers as their stakeholder in the platform
• Understand and Measure Consumer Experience
• Explore (reusable) solutions, e.g. workflow capabilities or (sub)processes

Required qualifications:

• Bachelor’s degree in Computer Science or related engineering degree, or equivalent practical experience
• Experience in a consumer facing role, including working as a member of a professional services or systems engineering team
• Analytical and problem-solving skills with the ability to learn and apply OnePega Platform (and other platforms in Banking Technology Platform)  products and services to address the challenges of any business solution development team
• (Working) experience with Pega(systems), as vendor for our process automation offering
• Knowledge of process improvement or process reengineering concepts
• Deep understanding of process automation and workflow management, preferably on global scale or within multiple countries
• Ability to formulate customer specific solutions, share feedback and contribute in refining the platform roadmap and its offerings

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 at

The benefits of working with us at ING include:http://careers.ing.com/en/benefits-NL

• A salary between €6.176 - €9.871
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initia