Customer Journey Expert
3 weken geleden
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.
The team
Our Security Toolkit team focusses on preventing fraud in the customer environment. With the development of AI and focus of fraudsters on scams, the financial health of our customers is at stake. By joining our team, you will contribute to helping the customers to be confident in digital banking and providing them the tooling to protect themselves against financial damage by fraud. 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?
Roles and responsibilities
As a Customer Journey Expert - 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 an exceptional (digital) customer experience with the imperative of security in combatting fraud. You will translate fraud developments 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.
Your key responsibilities include:
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 servicesAs the business representative, you have a steering role in the IT-development. You will define the requirements for our customers and align those with the relevant stakeholders. You help the team with the delivery by translating the requirements into user stories and support in testing the delivered featuresImprovements in customer experience. Based on customer feedback that you gather, you will propose and implement improvements in our servicesWhat will you do?In the Security Toolkit team within fraud prevention you work with several other product managers, engineers and the product (area) lead to craft and contribute to a clear 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 contribute to the ING 'aim for growth' roadmap from a fraud prevention perspectiveAs a product manager your responsibilities encompass the entire product lifecycle from product discovery to product delivery. You will get the opportunity to be creative and become a real expert in your fieldYou will be thinking about new solutions. When refining the solution, you will work with UX (user experience experts) and other product experts to optimize the journey across INGYou will also assess the risks involved with these new solutions and propose mitigating measures to minimize the risks involvedDuring implementation, you will also be responsible for the marketing in our channels such as communication on and the instruction for the colleagues in the assisted channels. Balancing the needs of our customers and many other stakeholdersYou initiate product and/or process improvements to ensure together with the team that the product range remains attractive, relevant and compliantHow to succeed? We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious and that you are result driven. 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: 2-5 years relevant work experience in an Agile environment, for example as a Business Process Manager, Product Manager or Business AnalystYou have experience in refining & implementing new featuresAffinity with IT and understanding of IT landscapesStrong conceptual and analytical skillsThe ability to separate main issues from side issuesExcellent stakeholder managementYou are pro-actively asking for feedback and don't hesitate to give feedbackExcellent command of the Dutch and English languages (verbal and written)Relevant education at HBO/ bachelor levelRewards and benefitsWe 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.
A salary tailored to your qualities and experience Full time position (40-hour week)24-27 vacation days depending on contractPension scheme13th month salaryIndividual Savings Contribution (BIS), 3.5% of your gross annual salary8% Holiday paymentHybrid working to blend home working for focus and office working for collaboration and co-creationPersonal growth and challenging work with endless possibilitiesAn informal working environment with innovative colleaguesInterested?
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.
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