Customer Journey Expert – Web Channels (OneWeb NL)

Salary

Core Qualifications

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.