Do you want to join us in our mission to help 1 mil. customers to become financially healthy?

Are you obsessed with customers and full of breakthrough ideas on how we can reach and help customers to prevent financial difficulties? And passionate about making a positive impact on future generations by leveraging your expertise in customer journey strategies and social marketing within the financial sector? ING is seeking an enthusiastic individual to join the Collections NL department as a Product Manager/Customer Journey Expert.

The department | Tribe

Collections NL aims to make a difference by being the partner of customers in financial difficulties. We offer our customers 'personal, easy, smart, and frictionless' solutions with the help of advanced analytics for customers with (potential) financial difficulties. By doing so, we want to prevent customers from getting into financial problems (Prevention) and help those with ING product-related debts in a sustainable manner. Even when it comes to debt recovery, more and more customers want to handle everything independently and digitally, while seeking personal and relevant advice for complex financial problems.

The team | Squad

The Early Squad, where you will take on the role of Product Manager/Customer Journey Expert, plays a crucial role in assisting customers during the initial phase of the collections process. Our goal is to provide customers with the right digital tools to manage their arrears independently. For those who prefer non-digital solutions, our call center team is available to offer support.

The squad operates from both Leeuwarden and Amsterdam, so you will be required to work at each location on a bi-weekly basis.

Roles and responsibilities

Collaborate within a diverse team consisting of Customer Journey Experts, Data Analysts, Engineers, and operational colleagues in Collections NL. To gather customer insights and drive innovative propositions and process enhancements, aiming to improve our customers' financial health and overall financial literacy in the Netherlands.
Develop tailored solutions, including new financial/non-financial services, digital journeys, and tooling, by deeply understanding customer needs and opportunities through comprehensive analyses, contributing to the enhancement of financial well-being and literacy.
Influence customer behaviour, focusing on their journey and translating qualitative insights into impactful propositions, effectively connecting different aspects of ING and Collections NL.

How to succeed

Passionate about vulnerable customer segments facing financial difficulties
At least 3 years of professional knowledge and track record in the field of customer experience in digital services
Academic working and thinking level
Exceptional stakeholder management skills
Proficiency in Dutch (verbal and written) and English (verbal and written)
Knowledge in Agile methodologies and Customer Experience Management
Strong analytical skills and problem-solving attitude
Familiarity with Bloomreach (preferred) or other content management systems

Rewards 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 base salary in salary scale 11 (€ 5212 - € 8387 gross per month based on 36 hours)
A salary tailored to your qualities and experience
36 or 40 hour workweek
Individual leave: 24+2 individual holiday days based on 36 hr workweek
Diversity 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 volunteering
13th month salary
8% Holiday payment
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
Mobility card
Attractive pension scheme
Hybrid working to blend home working for focus and office working for collaboration and co-creation

How to apply?

If you're enthusiastic about driving impactful change and meeting the criteria mentioned above, apply directly online by sending your CV and motivation. We are excited to review your application.

Procedure

Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interview.

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 work.