Customer Journey Expert - Digital Engagement

Details

Within the tribe Global Digital & Assisted Channels, the team works daily on mobile and web channels to provide the best digital banking experience aiming to be the best mobile-led bank on the continent.

The Digital and Assisted Channels Tribe is responsible for mobile app and web channels across multiple countries (Netherlands, Belgium, Luxembourg, Italy, Germany, Romania, and Australia), serving millions of customers logging in billions of times annually.

The squads develop and maintain digital experiences to lead the digital banking experience in every country.

Responsibilities

• Understand and support execution of the tribe’s mobile-led strategy and Operational Key Results (OKRs).
• Translate business and product knowledge to the squad to achieve sprint ambitions.
• Help improve squad delivery predictability, output quality, and velocity based on DORA metrics.
• Collaborate with other Customer Journey Experts and Product Leads to translate customer, stakeholder, and IT needs into requirements.
• Participate in QA tasks and regression testing of squad features.
• Support building and managing the squad features with customer-centric focus and an end-to-end mindset.
• Ensure secure, flawless 24/7 operations while maintaining regulatory compliance.

Team Composition and Scope

• The native development squad consists of 1 other Customer Journey Expert and 4 native engineers (2 Android, 2 iOS).
• Responsible for the first page of the app (products and balances), product details, and creating innovative experiences such as Magician Mode and Birthday Pinata.
• Manage features across multiple countries.
• Use Azure backlog management for stories and features.
• Key stakeholders include global digital banking departments covering Retail, Business, and Private Banking customer segments.

Requirements

• Talent for driving initiatives, enthusiasm for helping others succeed.
• Collaborative, proactive, and transparent communication.
• Willingness to challenge the status quo and propose creative solutions in a fast-changing, complex international environment.
• Proven record in stakeholder management.
• Experience in mobile and web development domains is a strong plus.
• Education or experience at the nexus of business and IT; software delivery experience is highly valued.
• Experience as Product Owner, Customer Journey Expert, or Business Analyst.
• Familiarity with Agile, scrum, PACE methodologies and managing Azure Product Backlog.
• Fluent in English (Dutch is a plus).

Employment Conditions & Benefits

• Salary range: €4,367 to €7,088 gross per month based on 36 hours per week.
• 36 or 40-hour workweek with hybrid work policy (partly Amsterdam office, partly remote).
• 24-27 vacation days plus extra diversity and collective days off.
• Pension scheme, 13th-month salary, individual savings contribution (3.5% gross annual salary), 8% holiday pay.
• Opportunities for personal growth and challenging work.
• Informal working culture with innovative colleagues and flexible work arrangements.

About ING

• Around 60,000 employees, serving over 38 million customers in 40+ countries.
• Culture values curiosity, continuous learning, and career development.
• Hiring based on potential with strong support for personal and professional growth.

More info: https://careers.ing.com/en/working-at-ing

Join and apply today!