Customer Journey Expert - Channel Management IV (m/w/d)

Job Description

Within the Global Customer eXperience (GCX) product family, we are on a mission to scale our digital and assisted channels across all markets with a best-in-class experience. The Constellation squad, responsible for the Employee Channel (Iris) App shell, makes sure ING is there for our customers when it matters most, when they need a human connection to help them with their questions and needs.

We’re looking for a Product Owner (PO) / Customer Journey Expert (CJE) with a strong affinity for IT delivery. If you thrive in technical complexity, are passionate about building a scalable platform and enjoy coordinating projects with diverse stakeholders across the world – this might be your next challenge.

Context
As PO/CJE in the Constellation squad, you’re responsible to strengthen the global scalability of Iris (app-shell) through software, process, standards, and documentation. The squad consists of 6 engineers working from Amsterdam and Manila. Together with the teams in other products of our product family we improve and scale the core of our assisted platform (IRIS) which serve thousands of employees every day. Our platform supports multiple ING retail markets, such as the Netherlands, Belgium, Italy, Germany, Romany etc.

What you’ll do
• Work in a bus-dev-ops environment and translate requirements into proposed solutions to make sure IT-development can be properly done.
• Manage complex stakeholder landscapes across multiple countries and domains
• Manage and prioritize the backlog, safeguarding the roadmap and delivery progress and timelines
• Ensure our services remain reliably available to both customers and employees, and that any incidents are swiftly followed up and resolved appropriately.
• Create a healthy delivery pace for your team and foster (cross) team collaboration
• Work data-driven, analyze qualitative and quantitative data to identify gaps and opportunities
 

Qualifications

What you’ll bring
• Strong track record in digital product delivery (customer journey design) and project management in a bus-dev-ops environment
• Tech-savvy mindset; comfortable working closely with engineers, understanding technical concepts and able to explain them in your own words.
• Familiarity with how back-end systems, channels, and data flows interact to deliver customer experiences.
• Familiarity with Agile, Scrum, and/or PACE methodologies
• Excellent stakeholder management skills—able to align diverse interests and drive decisions
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You strive to bring improvement everyday: whether it is in our journeys or in our own way of working
• You have strong analytical skills and are driven by data rather than gut feeling
• You work and communicate in a structured way (written and verbal) and are fluent in English
Comments for Suppliers:    Must haves:
-5 years experience in leading a team of developers within a large company,
-self starter, independent worker, senior way of thinking,
-strong stakeholder management,
-tech-savy mindset.

Additional Information

All our positions are open to both women and men and are, of course, open to people with disabilities.