Customer Journey Expert
3 weken geleden
Do you want to work at a department with a strong sense of purpose? ING is looking for a Product manager | Fraud NL Authentication & Consent.
The team
The ING Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers' financials by being at the forefront of fighting fraud. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products.
"Our Authentication & Consent team has an integral role in ING's critical payment chain. Via our services, customers can gain access to (digital) banking and give consent on financial and non-financial transactions."
We are committed to delivering fully digital and highly secure journeys in line with ING's ambition to become the best mobile-led bank on the continent. Would you like to join us on this road towards the bank of the future?
Work in a team with a focused and complex mission
We arrived at a point in time where the authentication means and how they are shared with the customer are no longer in line with what we aim to achieve: digital excellence. In other words, providing products and services that are so simple, customers do not need help. Radical changes are needed, so that we can service our customers safely but digitally and complaints are significantly reduced. At the same time we aim to accelerate ING’s growth ambitions by making sure that not only existing customers with a current account, but also prospects and other type of customers (e.g. heirs) can access online banking quickly and have all they need to do this safely. And last, but not least. We need to comply with three big changes in legislation (PSD3/PSR, eIDas 2.0 and the European Accessibility Act). A lot of challenges ahead, that offer great opportunities and interesting topics to work on.
Roles and responsibilities
As a Product manager - at Fraud we call this position 'Fraud Management Product Expert' - within the Prevention area of the Fraud department, you will collaborate with colleagues across the bank to enhance our service to customers and internal teams. Your role involves balancing the need for digitalization and an exceptional customer experience with the imperative of security in combating fraud. You will translate the requests of various departments into tangible improvements for our customers, demonstrating a passion for reliable solutions. In a fast-paced environment, you will take the initiative, think critically, and engage with internal and external stakeholders.
- Ensure continuity and quality of our data and services. Together with the rest of the team you ensure our services are safe and available 24/7. You support consumers of our services.
- As the business representative, you have a steering role in the IT-development. You will define the requirements for our customers, align those with the relevant stakeholders and help the team with the delivery by translating the requirements in user stories and support in testing the delivered features.
- Improvements in customer experience. Based on customer feedback that you gather, propose and implement improvements in our services.
What will you be doing?
In the authentication & consent team within fraud prevention you work with several other product managers, engineers and the product (area) lead to provide a clear digitization roadmap that supports ING’s growth ambitions. You will be combining the work of multiple high stakes programs with our own desires to improve fraud prevention journeys.
- Your challenge will be to own the ‘aim for growth’ roadmap from a fraud prevention perspective and align this with other (senior) stakeholders across the business and IT.
How to succeed?
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning and take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Furthermore, you have:
5+ years relevant work experience in a (complex) Agile environment, for example as a Customer Journey Expert, Product Owner, Business Process Manager, Product Manager or Business Analyst;Experience in refining & implementing new features and functionality;Strong affinity with IT and understanding of complex IT landscapes, you are able to challenge Architecture and engineering experts;Strong conceptual and analytical skills;Experience in taking ownership of team’s processes, including vision, ideation, development, launch, growth, and maintenance;You have the ability to engage and collaborate with a diverse range of (senior) stakeholdersExcellent command of the Dutch and English languages (verbal and written);Relevant education at least at HBO/ bachelor levelRewards 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 experience36 or 40 hour workweekIndividual leave: 24+2 individual holiday days based on 36 hr workweekDiversity 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 volunteering13th month salary8% Holiday paymentIndividual Savings Contribution (BIS), 3.5% of your gross annual salaryMobility cardAttractive pension schemeHybrid working to blend home working for focus and office working for collaboration and co-creationInterested?
Apply directly online. Send your CV and motivation. We look forward to your application.
Important to know
This is a sensitive position. Meaning that an Enhanced Reliability Screening is part of the hiring procedure.
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.
Read more at Working at ING
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