We’re strengthening our Payments team and are looking for an experienced Product Manager / Customer Journey Expert. Are you looking for a new challenge in a dynamic high impact environment? Are you passionate about making the difference in the experience of our customers, while keeping the bank safe. then keep on reading.

A customer journey expert making the difference!

It’s an interesting time to work in Payments! The Payments industry is evolving quickly with many new players entering the market. At ING we aim to stay ahead and remain relevant to our customers; not only today but also tomorrow and beyond. That’s why our number 1 priority is to offer our customers an innovative and state-of-the-art customer experience enabling them to stay a step ahead in life and business.

The team

In the Payments Tribe honesty, integrity and taking responsibility are highly valued. It’s a place where we encourage and appreciate forward thinking and being proactive to ensure our customers have an experience that is outstanding. The Tribe is divided into different product teams. You will be part of a multidisciplinary team (Getting Paid) in which you closely cooperate with your Tech colleagues.

The team focuses on providing business banking clients (and to some extent private individuals as well) with solutions to get paid. Whether that is in-store through Point-of-Sale solutions, online through eCommerce solutions such as iDEAL or via product solutions such as Betaalverzoek and SEPA Direct Debit. Getting Paid offers products and services that enable our customer to do business with their customers. Given the continuous digitization of customer behaviour, the Getting Paid product domain is strategically highly interesting and requires continuous re-calibration of approach and product offering.

Roles and responsibilities

Your primary responsibility and focus will be around 2 key products in the domain: SEPA Direct Debit (Incasso) and Payment Request (Betaalverzoek). As customer journey expert it is your responsibility to design, improve and implement customer journeys to offer our customers the best possible experience, while ensuring that the products meet the risk compliance obligations.

To be successful you are able to translate the strategic vision for SEPA Direct Debit product into concrete and compelling customer value propositions. To do this successfully you have a solid understanding of the short- and long-term needs of our customers, and business viability of the product. In our way of working there is a strong belief that data analysis is an essential way to make the right choices and are actively pursuing and promoting this way of working.

Next, you’ll be responsible for designing and improving relevant business processes, communicating with internal and external stakeholders, and managing product-related risks with all risk parties involved.

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.

As Product Manager / Customer Journey Expert you understand the need to comply with regulations and policies and dare to debate alternatives and challenge status quo. With strong problem-solving skills and the ability to take decisions based on data and facts you are a Product Manager / Customer Journey Expert we are looking for.

• Minimum bachelor’s degree
• Excellent command of English, good command Dutch is a plus
• Relevant working experience in a service-oriented environment
• In-depth knowledge of Payment Products
• True team player who can make a difference and is able to take the lead.
• Strong communication skills with a sharp eye for customer and market demand
• Tech savvy and data driven

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 here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.