Product Manager for Collections NL | Digital & Self-Se…

In this role, you will shape ING’s digital self-service journeys for customers facing financial difficulties, collaborating with engineers, data analysts, and operations to deliver meaningful improvements. You will lead cross-country rollouts, translate insights into innovative propositions, and drive experimentation to optimize outcomes. You’ll influence behavior through smart digital interventions and ensure alignment across stakeholders. This is a hands-on, impact-driven position within a mission to support customers’ financial wellbeing through digital experiences.

• salary tailored to your qualities and experience
• 24+2 individual holiday days
• Diversity leave: 3 days per year
• 13th month salary
• 8% Holiday payment
• Hybrid working

• Own and improve customer journeys across the ING App and Web for customers with (potential) financial difficulties
• Lead the rollout of global digital solutions across multiple countries, adapting them to local needs while ensuring scalability and consistency
• Translate customer insights, behavioural data and market trends into innovative digital propositions and solutions
• Work closely with engineers, analysts and operational colleagues to design, build, test and optimise digital journeys
• Drive experimentation and continuous improvement through customer research, A/B testing and data-driven decision making
• Identify opportunities to increase customer self-service, reduce friction and improve customer outcomes
• Influence customer behaviour through smart digital interventions, communication and journey design
• Connect stakeholders across ING to align customer, business and technology perspectives

• At least 3+ years of experience in customer experience, product management or digital journey management, including 1–2 years on large-scale projects
• Translate customer needs and data into effective digital journeys and measurable improvements
• Bridge business and IT by defining clear requirements and working with engineers throughout development and testing
• Navigate complex stakeholder environments and align customer, business, operational and technology perspectives
• Apply an analytical, experimental mindset and operate in an Agile environment
• Fluent in Dutch and English
• Experience with customer research, A/B testing, conversion optimisation or CMS platforms such as Bloomreach is an advantage

• customer obsession
• collaboration with cross-functional teams
• analytical mindset
• A/B testing
• conversion optimization
• CMS platforms such as Bloomreach