Product Manager (Customer Journey Expert) for Collections NL | Digital & Self-Service

Do you want to help over 1 million customers stay financially healthy through innovative digital experiences?

Are you passionate about digital customer journeys and convinced that the best customer experience starts in the app and on the web? Do you get excited about turning customer insights into smart digital solutions that change behaviour and positively impact people's financial wellbeing?

At ING Collections NL, we're looking for a Customer Journey Expert (CJE) who combines customer obsession with a strong affinity for digital products, experimentation and innovation. Together with engineers, data analysts and operational experts, you'll design and improve digital journeys that help customers prevent and resolve financial difficulties independently.

The team | Squad

The team plays a crucial role in helping customers with (potential) financial difficulties through ING's digital channels, including the ING App and Web.

As a Customer Journey Expert, you will shape the future of our digital self-service journeys. You will identify customer pain points, explore innovative solutions and work closely with engineers and designers to deliver seamless experiences that make a real difference in customers' lives.

This is a hands-on role for someone who enjoys bringing ideas to life, leveraging technology, using data to make decisions and continuously improving digital experiences.

Roles and Responsibilities

• Own and improve customer journeys across the ING App and Web channels for customers with (potential) financial difficulties.

• Translate customer insights, behavioural data and market trends into innovative digital propositions and solutions.

• Work closely with engineers, analysts and operational colleagues to design, build, test and optimise digital journeys.

• Drive experimentation and continuous improvement through customer research, A/B testing and data-driven decision making.

• Identify opportunities to increase customer self-service, reduce friction and improve customer outcomes.

• Influence customer behaviour through smart digital interventions, communication and journey design.

• Connect stakeholders across ING to align customer, business and technology perspectives.

How to Succeed

We're looking for someone who:

• Experience in and passion for implementing digital customer journeys, including setting requirement definitions and testing

• Able to bridge the gap between business and IT and quickly understand complex IT landscapes.

• Has at least 3 years of experience in Customer Experience, Product Management or Digital Journey Management.

• Loves translating customer needs into digital solutions and collaborating with engineers to bring ideas to life.

• Is curious about customer behaviour and motivated to improve financial wellbeing.

• Uses data and insights to make decisions and measure impact.

• Has excellent stakeholder management and communication skills.

• Works comfortably in an Agile environment.

• Has strong analytical and problem-solving skills.

• Experience with digital experimentation, customer research or conversion optimisation is considered a strong plus.

• Familiarity with Bloomreach or similar CMS platforms is preferred.

• Speaks and writes both Dutch and English fluently.