Customer Journey Expert – Web Channels (OneWeb NL)
ING Nederland
Customer Journey Expert – Web Channels (OneWeb NL)
ING seeks a Customer Journey Expert to lead the OneWeb NL product ownership for ING.nl and Mijn ING. The role involves defining vision, roadmap, and quality standards for web channels, leveraging an LLM-based Content Guard model. Requires experience with web platforms, CMS, and quality assurance, with English mandatory and Dutch strongly preferred.
Customer Journey Expert – Web Channels (OneWeb NL)
ING seeks a Customer Journey Expert to lead the OneWeb NL product ownership for ING.nl and Mijn ING. The role involves defining vision, roadmap, and quality standards for web channels, leveraging an LLM-based Content Guard model. Requires experience with web platforms, CMS, and quality assurance, with English mandatory and Dutch strongly preferred.
Salary
Core Qualifications
Technical (Must-have)
Soft Skills
Key Responsibilities
- Take product ownership of OneWeb NL, covering ING.nl and Mijn ING.
- Define and own the vision and roadmap for the web channel in the Netherlands.
- Develop a clear vision on improving web flows and hybrid flows in the mobile app.
- Be the driving force in resolution of frictions in our channels and improving the (content) quality.
- Translate strategy into clear priorities and initiatives with customer and business impact.
- Work closely with two fellow CJEs with focus on Web and Quality Assurance.
- Collaborate intensively within the Momus team to ensure stable, scalable and high-quality web delivery.
- Work closely with Team Last Mile NL for alignment between web, hybrid flows and app releases.
- Work closely together with Digital Enabler product where Bloomreach (CMS) is managed.
- Define and implement clear QA guidelines and QC processes for web channels and web content.
- Ensure structural quality monitoring, follow-up and continuous improvement across ING.nl, Mijn ING and related app flows.
- Use Content Guard (LLM-based content analysis) to assess web content.
- Enable and challenge decentralised content owners to keep content accurate, compliant and up-to-date.
- Define clear content standards, responsibilities and ways of working.
- Support the scaling of web capabilities, standards and governance to other ING countries.
- Actively share best practices in an international stakeholder landscape.