Pal Digitisation

Each day, millions of customers in over 40 countries use ING’s banking products and services. You’ll be contributing to their customer experience. You’ll be shaping the way they bank and empowering them to stay a step ahead in life and business. Are you ready to make a real impact on people’s lives?

At ING, the Daily Banking Tribe is responsible for driving the end-to-end performance of the Daily Banking business through development of a clear strategy and working collaboratively with all areas of the business to drive cross functional execution of this strategy.

We are looking for an experienced Product Area Lead Digitisation, to join the Daily Banking Tribe Leadership Team within the Retail Bank. This role will be leading a focused approach to continually improve the experience for our transaction banking and savings customers including driving strategic technology projects which digitise and automate the Daily Banking experience for customers. You are familiar with optimising processes with a sharp eye for how to digitise them for an optimal customer experience whilst meeting Risk, Regulatory and overall ING targets.

**What are you going to do? You will be**
- Leading the development and implementation of the Daily Banking digitisation agenda - working closely with Contact Centre, Operations, Marketing, Sales, Digital, Customer Interactions, Tech & the Daily Banking tribe to develop product journeys that drive efficiency in process and improved CX.
- Working closely with Contact Centre and Digital Tribe to optimise performance through the channel including call handing and self-service adoption. Regularly listen to feedback to ensure product, process and policy opportunities are optimised.
- Analyse moments of truth and monitor customer feedback to identify opportunities to improve the customer experience - including product, process and service improvements.
- Leading a team of professionals with deep expertise to achieve the growth aspirations of the tribe, whilst developing their careers, and supporting a strong “orange” culture of can-do and collaboration.
- Lead agile delivery of continuous improvement in our systems and processes “orange” culture of can-do and collaboration..

**What are we looking for? Someone who has**
- 7-10 years of proven banking product and service experience.
- Experience in articulating strategy and setting strategic direction with others (including identifying key priorities and initiative sequencing).
- Experience in digitisation, process improvement and operational efficiency programs, with a lens on customer experience at the core.
- Demonstrable experience leading or influencing changes to products and customer journeys (ideally including journey digitisation initiatives) that have improved portfolio growth, efficiency and customer experience.
- Proven experience in managing complex issue and incident rectification or remediation initiatives.
- Proven experience influencing and leading diverse stakeholders (Contact Centre, Operations, Technology).

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

**Need more?**

**Before you apply