Customer Journey Expert

Commercial Finance NL (ComFin) is part of Business Banking and provides working capital to clients based on debtors and inventory (asset based). Characteristic for asset-based lending is that the amount of the loan is primarily based on the value of the customers’ collateral as opposed to financing that is primarily based on the firm and its credit worthiness.

Commercial Finance within ING is active in the Netherlands, Belgium, Poland, and Romania with a combined profitable outstanding of ~ EUR 6.5B, having a strong presence in Mid-Corporate and Corporate markets. Commercial Finance has grown over the past 10 years with a CAGR of approximately 16,5%.

Commercial Finance NL (ComFin) has started a transformation program Factor10 to future-proof its IT landscape and enable further growth opportunities. This includes renewal of its core IT platform, new product development, deeper integration in ING Business Banking customer
- and employee journeys and redesigning ComFin towards digital operations.

The Commercial Finance Product & Delivery team is organized in several squads (i.e., Platform, Portals & Interfaces, FL Development, MI-BI and Product Development). As CJE Product Management you report to the Product Area Lead Commercial Finance, and you are part of the Product Development squad.

**Customer Journey Expert - Product Management**

As CJE Product Management, you will drive the short
- and long-term strategy for Commercial Finance products in ING Netherlands and ING Belgium. In this role you are keen to deliver a set of products that are reliable, scalable, and secure, while also providing the best possible customer experience for our business banking customers in the Netherlands and in Belgium. Also important is to create a strong commercial product portfolio aiming at stable and sustainable income flows.

The Product Management Team is tasked with developing and managing product strategy and lifecycle, including catalog, governance, marketing, customer satisfaction, market research, new product design, performance, risk management, policy updates, data reporting and content management.

Product Management responsibilities:

- ** Product Strategy Development**: Crafting and refining the strategic direction for Comfin’s factoring propositions to ensure alignment with overall strategy, business goals and market needs.
- ** Product Lifecycle Management**: Overseeing the entire lifecycle of Comfin banking products from conception through development, launch, and eventual retirement.
- ** Product Governance**: Ensuring compliance with both internal and external policies and regulations throughout the product lifecycle.
- ** Marketing and Promotion**: Collaborating with marketing teams to develop effective strategies for promoting banking products to the target audience.
- ** Customer Satisfaction**: Monitoring and enhancing customer satisfaction through regular feedback and tailored product improvements.
- ** Performance and Risk Management**: Regularly assessing product performance against set metrics and managing associated risks.
- ** Data Reporting and Analysis**: Generating detailed reports on product performance, customer feedback, and market trends to guide decision-making including reporting on the guided proposition.

**What will you do?**

As CJE Product Management you are responsible for optimizing the product portfolio and the development of cross border product propositions that can be used in multiple ING countries (focus on Netherlands and Belgium), keeping ComFin relevant to our customers in a highly competitive environment. That means translating market developments (informed by the sales organization and external input), ING policies and regulatory requirements (e.g., EBA LOM) into requirements for product development and enhancements of existing products and provide a vision on how ComFin can market these products.

As CJE product management:

- You have a strong vision on developing and improving products, which we can use to attract new customers.
- You take a global view on the industry developments affecting your product and advocate the strategic direction for your product internally and externally.
- You will be responsible for product strategy, the product roadmap, and the entire product life cycle.
- You will be responsible for creating & tracking business cases.
- You will be responsible for market, competition & customer research.
- You will be responsible for monitoring regulatory requirements related to the ComFin products.
- You will be responsible for product risk management (i.e., PAP/PARP, product review, issue management, etc.) and you will also collaborate with the ComFin SBO.
- You work with Sales, Risk, Compliance and Legal stakeholders, to make sure our products and services comply with regulations and policies.

**We are looking for**:

- A product manager who combines client focus with commercial power.
- A colleague with the ability and drive to take ownershi