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

Do you want to join us in our mission to help 1 mil. customers to become financially healthy? 

Are you obsessed with customers and full of breakthrough ideas on how we can reach and help customers to prevent financial difficulties? And passionate about making a positive impact on future generations by leveraging your expertise in customer journey strategies and social marketing within the financial sector? ING is seeking an enthusiastic individual to join the Collections NL department as a Product Manager/Customer Journey Expert. 

The department | Tribe 

Collections NL aims to make a difference by being the partner of customers in financial difficulties. We offer our customers 'personal, easy, smart, and frictionless' solutions with the help of advanced analytics for customers with (potential) financial difficulties. By doing so, we want to prevent customers from getting into financial problems (Prevention) and help those with ING product-related debts in a sustainable manner. Even when it comes to debt recovery, more and more customers want to handle everything independently and digitally, while seeking personal and relevant advice for complex financial problems. 

The team | Squad

The team plays a plays a crucial role in assisting customers with (potential) financial difficulties via App & Web.

The tribe Collections is based in Leeuwarden and Amsterdam. Therefore, you will be required to work at both locations on a bi-weekly basis.

Roles and responsibilities

• Collaborate within a diverse team consisting of Customer Journey Experts, Data Analysts, Engineers, and operational colleagues in Collections NL. To gather customer insights and drive innovative propositions and process enhancements, aiming to improve our customers' financial health and overall financial literacy in the Netherlands. 

• Develop tailored solutions, including new financial/non-financial services, digital journeys, and tooling, by deeply understanding customer needs and opportunities through comprehensive analyses, contributing to the enhancement of financial well-being and literacy. 

• Influence customer behaviour, focusing on their journey and translating qualitative insights into impactful propositions, effectively connecting different aspects of ING and Collections NL. 

How to succeed

• Passionate about vulnerable customer segments facing financial difficulties. 

• At least 3 years of professional knowledge and track record in the field of customer experience in digital services. 

• Academic working and thinking level. 

• Exceptional stakeholder management skills. 

• Proficiency in Dutch (verbal and written) and English (verbal and written). 

• Knowledge in Agile methodologies and Customer Experience Management. 

• Strong analytical skills and problem-solving attitude. 

• Familiarity with Bloomreach (preferred) or other content management systems. 

• Understanding the (IT) ING organization and Collections is a pré

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

How to Apply?

If you're enthusiastic about driving impactful change and meeting the criteria mentioned above, apply directly online by sending your CV and motivation. We are excited to review your application.