Within the Global Customer eXperience (GCX) tribe, we are on a mission to scale our digital and assisted channels across all markets with a best-in-class experience. We’re looking for an experienced Customer Journey Expert (CJE) / Product Owner (PO) with a strong affinity for IT delivery in (mobile) banking and customer interaction. If you are passionate about building scalable digital solutions and enjoy aligning with diverse stakeholders across the world – this might be your next challenge.
About the Role
As a Customer Journey Expert, you will design, optimize, and orchestrate seamless end‑to‑end customer experiences that reduce friction, enhance product engagement, and deliver meaningful value. You will partner across Product, UX, Business and Operations to deeply understand customer behavior and translate insights into improvements across the customer lifecycle. This role requires a strong blend of product mindset, customer empathy, technical fluency (including understanding architecture and APIs), and data‑driven decision making.
As a Product Owner you act as the bridge between business goals and technical execution, align priorities and the backlog with stakeholders, ensuring solutions are feasible, scalable, secure, and fully aligned with ING’s strategy
What You’ll Do
1. Customer Journey Design & Mapping
- Design and optimize end‑to‑end customer journeys by translating pain points into actionable, future‑state designs and clear blueprints that enable frictionless, customer‑centric onboarding, engagement, adoption, support, and retention.
- Translate customer pain points into actionable future‑state journey designs aligned with principles of customer centricity and frictionless banking.
2. Cross‑Functional Collaboration
- Partner with Product and Engineering to embed customer insights into product roadmaps and platform capabilities.
- Work in a bus-dev-ops environment with colleagues with different IT skills and translate requirements into proposed solutions to make sure IT-development can be properly done.
- Proactively collaborating with other squads - in and outside the area - to develop enhancements and improve our internal refinement process reinforcing a culture of honesty, prudence, and responsibility.
- Maintain good relations with stakeholders within and outside our tribe, and cross border
3. Technical Collaboration
- Ability to understand high‑level system architecture diagrams (microservices, event‑driven systems, integration layers) and how changes in systems impact customer journeys, SLAs, and operational processes.
- Familiarity with how backend systems, channels, and data flows interact to deliver customer experiences.
- Familiarity with modern digital platforms, workflow engines, or customer‑engagement tools.
- Ability to interpret logs, dashboards, or event data when investigating customer issues.
4. Delivery & Implementation
- Support the rollout of journey improvements, automation, and end‑to‑end digital workflows with full documentation.
- Work as part of a Squad, contributing to sprint planning, refinement, and delivery in close collaboration with IT, Data, Operations, and Risk.
- Ensure journey improvements comply with Non‑Financial Risk (NFR), RCSA, IT risk, and regulatory standards.
Who are you?
- You are results-driven and decisive. You take ownership, follow through, and make things happen. Decisiveness is one of your key strengths.
- You step up, even outside your comfort zone. You’re not afraid to tackle challenges head-on, demonstrating resilience and a strong sense of responsibility.
- You know how to structure projects, you understand where to start and are able to implement changes successfully end to end.
- You have an eye for organizational sensitivity, you are able to understand what the different interests are, can relate things to each other and are able to manage them.
- You speak up and advocate for our interests - even when they conflict with others—and you’re not afraid to initiate difficult but necessary conversations.
Required Skills & Qualifications
- Ability to bridge business and IT, translating user needs into technical requirements.
- 3–7+ years of experience in Customer Experience, Service Design, Product, CX Strategy, or related fields.
- Strong experience with journey mapping, design thinking, and customer research.
- Solid analytical capabilities and familiarity with analytics or CX tools.
- Excellent communication, facilitation, and stakeholder‑management skills.
- A customer‑obsessed mindset guided by integrity, responsibility, and collaboration—core cultural values.
- Ability to read and interpret architectural diagrams, systems workflows, and technical specifications.
- Strong API literacy and familiarity with API‑based platforms, integration patterns, and microservice architecture.
Nice‑to‑Have
- Experience with customer engagement or communication platforms (e.g., Twilio, Segment, or similar).
- Familiarity with workflow automation tools, IAM systems, or data‑driven platforms.
- Background in financial services, regulated industries, or large enterprise environments.
- Understanding of DevOps practices, CI/CD pipelines, or cloud environments.
