CUSTOMER JOURNEY EXPERT PO (PRODUCT OWNER)
Your role and work environment:
ING’s ambition is to be the number one digital banking brand in Europe, offering customers everywhere the same empowering, personalized and differentiating experience.
As a Customer Journey Expert - PO you have an end-to-end responsibility for the development, management and phasing out of products and services with a view to achieving an optimum customer experience.
You are passionate about improving the client experience and own a broad specialism regarding the product, channel or market with end-to-end responsibility for the squad`s activities. You work in a squad together with other experts to achieve the squad`s mission.
You possess expertise in the areas of product management, channels, process optimization and functional requirements.
You are also a member of a Chapter where you work on your craftsmanship. In the chapter we will build and extend craftsmanship on Customer Journey, Product development and collaboration with third party solutions providers.
By fulfilling the role of Product Owner within a squad, what is achieved within a squad and what are the priorities used. A product owner works according to their own expertise for around 50% of the time and performs the product owner role during the remaining time.
You will initiate and drive change, working closely with customers and key stakeholders on vision, strategy and the road map.
You are a team player, leader, motivator and an expert in the business content of your area. You are actively involved in the maintenance, development and realization of (new) products / services / functionalities. As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared Tribe purpose.
Your key responsibilities:
You support the Tribe Lead in the creation of the vision and strategy as well as the execution of overall Tribe goals.
You support the Tribe Lead in the responsibility to manage the overall backlog based on a customer value principle, this is a key principle in your daily work and priority setting.
You are representing the voice of the customer, have a strong vision on how to attract consumers and focus continuously on improving the journeys we are offering.
You share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.
You lead the solution design for the product of your squad (content, stakeholders, deliverables, risk and compliance, planning, ...).
You own the backlog of your squad and as such decide on priority. You do this by maximizing business value through ordering and prioritizing.
You are responsible for improving the product, for the day-to-day performance and continuity, and for building reliable services.
Offer solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities;
You apply your experience in supporting to build and manage the products with an end-to-end mindset, including the design and implementation and business operations and services.
Have understanding of client needs, digitization and API’s, bridging IT and business.
Have analytical skills and takes decisions based on data and facts. You are a pro-active thinker.
Work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.
Are creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
We are looking for:
A leader of our Orange Code culture displaying the following behaviors:
You contribute to the ING One Agile Way of Working and safeguard the Orange Code.
Able to assume personal responsibility and address customer needs. Focus is not on individual customers, but on the customer as a target group. You know what is going on with the customer, put yourself in customers` shoes, assess the wishes and needs of customers and anticipate on this.
Problem analysis and judgement: Recognize key information, problem identification, research, various methods of analysis, establishment of connections and anticipation are key to your job. Strong analytical skills and a healthy level of curiosity are therefore vital..
Stay on top of trends and developments within their field and the market. Aside from that, it is of crucial importance to have knowledge of the customer`s business and banking processes. Integrate acquired knowledge into performance of tasks.
Desirable thinking in strategic terms. Based on professional expertise, a link is established between current events and business strategy and a long-term vision.
Initiative needed in, for example, improving products, processes and channel policies. ensuring that creative ideas are also implemented.
You give and ask for constructive feedback.
By fulfilling the PO role:
You ensure and foster team spirit with your squad and area.
You inspire your teams to get the best out of them.
You are able to simplify solutions and processes and tell the story clearly to various international stakeholders.
You actively support and work with colleagues from your and other Tribes to ensure all solutions and processes are compliant and fit-for-purpose.
You apply your experience as a leader in delivery, strategic road mapping and adherence to target audiences in the fast-changing context of digital transformation to achieve results.
You ensure compliance with ING’s policies and standards.
You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
Proven track record and technical skills:
Master or bachelor’s degree with a minimum of 5 years of experience.
Driven and customer focused, loving to collaborate with different people.
Good analytical skills.
Proven planning & organizational skills.
Clear communications skills ad executive level (written and oral).
Passionate about innovation and new market trends.
Able to work in an autonomous way and to take initiative.
Making things happen thanks to your ‘can do’ attitude.
Problem solving mindset.
Excellent oral and written English skills.
Ability to work on a complex international level.
Versatility, experience in several business domains is a plus.
Your work environment:
The work location is Las Rozas, on the outskirts of Madrid although, it will change to Calle Vía de los Poblados, 1, 28033 (Madrid) during 2020.
You will work in close connection with an international network of colleagues and leaders in the INGcountries.
What we offer:
A challenging opportunity to participate actively in shaping the bank of tomorrow.
Compensation: your performance counts and it is rewarded.
In ING, we love setting ambitious targets and we know how to reward strong performers accordingly. Indeed, it is an important part of our company culture that compensation is performance-related and provides variable remuneration for employees.
Fringe benefits: You will get an attractive social benefits package, which includes:
Health Insurance: the Bank will cover the 100% of the premium for yourself and any immediate members of your family (spouse / registered common-law couple and children) you wish to be included.
Life and Accident Insurance.
Meal allowance (ticket restaurant card).
Pension Plan: the Bank will include you into its Pension Scheme after two years of service within ING Group.
Mortgage: you may benefit from special mortgage conditions for your primary residence.
Orange Personal Loan
Flexible Compensation Scheme: you will have the opportunity to benefit from the economic and tax advantages of the products offered within the ING Flexible Compensation Scheme (nursery school, training, transportation, vacation days, car leasing).
In case you have to move from a different country to Spain, we will help you to facilitate the transition from your home country to Spain with the following one-off benefits (Foreign Local).
This position is based on a 40 hour working week. Travel to France, Italy, Czech Republic and the Netherlands should be expected.
Having technical issues?
If you have any technical issues applying through the website, please get in contact with firstname.lastname@example.org including in the subject “Reference: “the name of the position that are you applying for”.