ING is looking for an Advanced Product Owner to join the Sierra Feature Squad in Amsterdam

ING is looking for an Advanced Customer Journey Expert to join the OnePAM Sierra Feature Squad

For the Tribe Global Customer Data Management (GCDM) we are looking for a Customer Journey Expert (CJE) to join our GCDM tribe.

The purpose of the GCDM Tribe is to Empower the ING Digital Platform by providing a single source of truth on the customer and deliver standardized customer lifecycle management processes and capabilities The Tribe intensively works together with the TouchPoint Platform that facilitates ING’s new global platform architecture. The solution for customer data management (OnePAM) is one of the key assets within Touchpoint Platform and the main driver for our tribe.

OnePAM brings the bank a state-of-the-art Single Global Master Data Management solution accessible via APIs, files and notifications. It provides a standardized Single Source of Truth for identifying, retrieving and maintaining parties, products, agreements and permissions data for ING. OnePAM is being used by almost all ING countries as the customer data source for global processes like PSD2 and KYC.

The Sierra squad is responsible for developing and maintaining the APIs that expose our Party information, Agreements are managed by one of our sister squads. Being able to create, update and maintain accurate and complete data about ING customers or other relevant parties is a critical feature of the OnePAM Platform – and ING as a whole. Sierra offers functionality to act as building blocks for our consumers to build their processes – with an end-to-end view in mind, from both technical-(API endpoints, access rights, consumer onboarding, notifications, etc) and a functional view. (process success and service completion)
The Party related tools and functionality that Sierra is responsible for is the most prominent and highly demanded data in OnePAM, many internal ING teams wants to connect their APIs and run their processes using our endpoints, adding to a challenging environment for our team and its members to operate in.

Job description

In a world where the ING customer expects to be able to access his or hers up-to-date data, wherever and whenever, being able to operate on a global scale is vital for continued business success.

GCDM is delivering services to a variety of consumers to that aim, these can be Projects (KYC, Maggie) ,  Channels (IRIS, Wholesale, OneWEB), processes) the CJE should understand the context of these consumers, interact to understand their expectations, liaises with the OnePAM teams to get a full context of the request and the requirements and translate this into features and  services that fit our global context.

The Customer Journey expert we are looking for should be able to communicate effectively and clearly with the our consumers and translate their business needs in standard services that fit in our global solution. The business analyst needs to manage expectations towards assigned stakeholders, clarify and document customer journeys so that the engineers in the squad can create it and help other OnePAM and Touchpoint squads to stay successful.

The CJE converts market developments and customer feedback in his/her field of expertise into concrete and usable features for ING. The CJE is therefore responsible for the “what” side of change, i.e. for analysing, detailing and documenting requirements. The CJE is responsible for ensuring the squad has an exact understanding of the customer journeys. Once the solution is complete, the CJE checks the quality of the deliverables. In the particular case of OnePAM the feature is always part of a bigger customer journey facing the end private or business customer. The CJE should be able to understand the role OnePAM plays in this larger journey within the bank and the tools OnePAM uses (Master Data Management, API’s, notifications, Behaviour Driven Design, Persona’s)

The CJE will hierarchically report to the Tribe’s CJE Chapter where the craftmanship and best practises are shared, aligned and further developed. Functionally the CJE is part of the squad and works in close connection with the product owner on delivering value.

The Sierra squad is located in Amsterdam. The CJE that we are looking for will most of the time work from Amsterdam and will need to work occasionally in Leeuwarden where part of the Tribe is located. Because of the global scope of OnePAM traveling to other ING locations can be part of the assignment. Successful remote collaboration skills are key.

What you will do:

• Align with internal – global - stakeholders and translate their business needs into Customer Journeys and our existing – or new service catalogue.
• Help your squad by providing the stakeholder context and customer journey to the team.
• Develop requirements (written and diagrams as appropriate) throughout the product development in the form of Epics, Features and Stories. Facilitate refinement sessions to clarify and size requirements.
• Partner with your CJE peers (representatives of other squads) to create and maintain the shared craftsmanship skills and best practises. 
• Facilitate the team’s coordinating sprint activities like refinement sessions.
• Communication with assigned stakeholders to set the expectation for the content of new features.
• Build up and share knowledge of the domain, the users, and the roadmap for the product.
• Document Customer Journeys and Use Cases in ARIS using our Business Process Modelling standard.
• Understand and further advance the Tribe tooling and concepts – User Persona’s, Behaviour Driven Design and Business Process Documentation

Skills/experience/knowledge:

• Willingness to learn - accuracy and an eye for detail are key for this position.
• Experienced in bank or financial services customer processes.
• A proven track record of successful collaboration in a feature squad.
• Conceptual thinker who can apply our data models and solutions in the complex environment of the consumer.
• Strong communication skills.
• Experienced in working with user stories and preferably with customer journey’s.
• Proven experience working in complex environments with multiple stakeholder.
• Fluent in written and spoken English.
• Autonomous and understanding of or experience with “Agile,  Scrum”.
• Team player with a knowledge sharing mentality.

Preferred technical knowledge

• Experience in using data models
• Experience with Agile / Scrum
• Experience with DevOps
• Definition and development of Acceptance criteria and Acceptance testing
• Experience of automation and continuous delivery (like Ansible, GIT, Artifactory)