Purpose of the Role

As Senior Product Owner for Conversational Banking, you are responsible for shaping, delivering and continuously improving a strategic product area within Global Channel Experiences.

You translate customer needs, business objectives, AI opportunities and platform capabilities into a clear product vision, roadmap and backlog that deliver measurable customer, commercial and operational outcomes.

A core responsibility of the role is to continuously elevate ING's conversational customer experience and create experiences that meet or exceed market standards across the countries where ING operates. Through innovation, customer insight, experimentation and responsible use of AI, you help position ING as a leader in digital customer interaction and conversational banking.

You lead one or more cross-functional squads and work closely with Engineering, Design, Data Science, AI specialists, country stakeholders and business partners to create scalable conversational experiences that help customers interact with ING in a simple, trusted and intuitive way.

You are accountable for delivering market-leading conversational customer experiences, maximizing customer value, driving adoption, improving servicing efficiency and ensuring successful product delivery across multiple ING markets.

Key Outcome Areas

The Senior Product Owner is accountable for delivering results across four primary outcome domains:

1. Market-Leading Customer Experience

• Continuously raise the quality of ING's conversational experiences above prevailing market standards.
• Define and drive experiences that differentiate ING from competitors.
• Champion customer-centric design principles across all product decisions.
• Create seamless, intuitive and frictionless conversational journeys.
• Improve customer satisfaction, engagement and trust through superior digital experiences.
• Ensure conversational capabilities contribute to ING's ambition to offer best-in-class digital banking experiences.

2. Customer & Commercial Outcomes

• Increase adoption and usage of Conversational Banking capabilities.
• Improve customer engagement and customer retention.
• Increase successful completion of customer journeys.
• Simplify customer interactions and reduce customer effort.
• Drive measurable business outcomes through improved customer experiences.

3. Operational Efficiency & Automation

• Increase self-service and automation rates.
• Reduce avoidable servicing demand through intelligent conversational solutions.
• Improve task completion and servicing effectiveness.
• Identify opportunities for AI-driven automation and efficiency.
• Contribute to scalability and sustainable operational performance.

4. Platform Scalability & Product Growth

• Deliver reusable capabilities that can scale across ING markets.
• Drive adoption of conversational capabilities across countries.
• Contribute to a robust, scalable and future-proof conversational platform.
• Balance local market requirements with global platform needs.
• Ensure long-term sustainability and continuous evolution of the product area.

Key Responsibilities

Product Vision & Roadmap

• Define and continuously evolve the product vision for the assigned area.
• Translate strategic objectives into measurable product outcomes.
• Develop and maintain a roadmap that balances customer experience, business value and technical sustainability.
• Ensure alignment with the broader Conversational Banking and Global Channel Experiences strategy.

Customer Experience Leadership

• Act as the experience owner for your product area.
• Proactively identify opportunities to improve and differentiate customer experiences.
• Define experience principles, success metrics and target customer outcomes.
• Ensure customer journeys are intuitive, accessible, trusted and emotionally engaging.
• Use customer feedback, analytics and experimentation to drive continuous improvement.
• Challenge existing solutions and seek ways to exceed customer expectations.

Customer Outcome Ownership

• Own customer and business outcomes for your product area.
• Use customer insights, behavioural analytics and experimentation to guide prioritization.
• Make data-driven decisions that improve customer value and business performance.
• Continuously assess whether product investments create measurable impact.

Backlog & Prioritisation

• Own and manage the product backlog.
• Prioritize initiatives based on customer impact, strategic value and expected outcomes.
• Define clear product requirements and acceptance criteria.
• Balance short-term delivery needs with long-term platform evolution.

AI & Conversational Experience Leadership

• Drive the development of conversational and AI-enabled customer experiences.
• Identify opportunities for Generative AI, automation, personalization and intelligent servicing.
• Ensure responsible AI principles, customer trust and regulatory requirements are embedded in product decisions.
• Collaborate closely with AI, Data, Design and Engineering teams to deliver scalable solutions.

Delivery Leadership

• Lead one or more Agile squads.
• Create clarity on priorities, outcomes and success measures.
• Ensure high-quality and predictable delivery.
• Remove product impediments and support effective decision-making.
• Manage dependencies across teams and domains.

Stakeholder Management

• Build strong relationships with country organizations and global stakeholders.
• Align priorities across Product, Technology, Design, Data, Service and Commercial teams.
• Influence decisions through evidence, customer insights and compelling business rationale.
• Communicate product direction and progress effectively to senior stakeholders.

Leadership Expectations

You are expected to:

• Think beyond features and focus on meaningful customer outcomes.
• Raise customer experience standards continuously.
• Operate with an ownership mindset.
• Challenge assumptions and simplify complexity.
• Balance strategic thinking with execution excellence.
• Inspire squads around a clear mission and measurable outcomes.
• Foster a culture of experimentation, innovation and learning.
• Promote responsible and customer-centric use of AI.
• Drive collaboration across countries, functions and stakeholder groups.

Success Measures

The Senior Product Owner is successful when:

• ING's conversational customer experience measurably improves.
• Customer satisfaction and engagement increase.
• Conversational Banking adoption grows.
• Customer journeys become simpler and more intuitive.
• Self-service and automation rates improve.
• AI capabilities create measurable customer and operational value.
• Product delivery is predictable and high quality.
• Delivered capabilities are successfully adopted across markets.
• The product area contributes to ING's ambition to deliver market-leading digital experiences.