Customer Journey Expert – Web Channels (OneWeb NL)

About the role

Within Product Digital Channels NL, we are responsible for the quality, consistency and evolution of ING’s digital channels in the Netherlands. For our web channels, we are looking for a Customer Journey Expert (CJE) Channels who takes end-to-end product ownership of OneWeb NL, covering ING.nl (open website) and Mijn ING.

In this role, you define the vision and roadmap for the Dutch web channels, drive continuous improvement of web, content and flow quality, and help scale web standards and capabilities to other ING countries. You operate in a highly international context, working closely with colleagues across multiple teams and countries.

A key focus of this role is leveraging our internally developed LLM-based Content Guard model to structurally analyse and safeguard web content quality across the organisation.

Your mission

Your mission is to ensure that ING’s web channels and related web flows in the app are:

• Strategically positioned through a clear and future-proof vision and roadmap
• Scalable and reusable across ING countries
• High-quality, compliant and brand-consistent by design
• Seamlessly integrated with the ING Mobile App for over 7 million users in the Netherlands

What you will do

As Customer Journey Expert – Web Channels, you will:

Product ownership, vision & roadmap

• 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, as web content and experiences become an increasingly important part of the app.
• Be the driving force in resolving frictions in our channels and improving content quality.
• Translate strategy into clear priorities and initiatives with customer and business impact.

Team collaboration & delivery

• Work closely with two fellow CJEs with focus on Web and Quality Assurance.
• Collaborate intensively within the Momus team, consisting of development engineers and SRE engineers, to ensure stable, scalable and high-quality web delivery.
• Work closely with Team Last Mile NL, which is responsible for the release and quality of the ING Mobile App in the Netherlands, to ensure strong alignment between web, hybrid flows and app releases.
• Work closely together with Digital Enabler product, where Bloomreach (CMS) is managed for NL users and where content specialists provide CMS support.
• Ensure alignment between product vision, engineering execution and operational reliability.

Quality assurance & control

• 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 quality insights to proactively prevent issues and improve customer experience.

Content quality & governance

• Use Content Guard (LLM-based content analysis) to assess web content on:

• Grammar and spelling
• Bilingual consistency (Dutch & English)
• Brand tone and consistency
• Greenwashing and sustainability claims
• Accuracy & relevance
• Other quality, compliance and reputational risks

• Translate insights into concrete standards, improvements and clear guidance for teams.

Decentralised content ownership

• Enable and challenge decentralised content owners in product and segment tribes to keep content accurate, compliant and up-to-date.
• Define clear content standards, responsibilities and ways of working, while keeping ownership where it belongs.
• Act as a quality authority without taking over operational ownership.

Scaling beyond NL

• Support the scaling of web capabilities, standards and governance to other ING countries.
• Actively share best practices in an international stakeholder landscape.

How to succeed

You combine strategic thinking with hands-on product ownership and have a strong sense of quality and accountability.

You recognise yourself in the following:

• Experience as Customer Journey Expert, Product Owner or similar role.
• Strong experience with web platforms, Bloomreach CMS, Adobe, digital content and customer journeys.
• Proven affinity with quality assurance, content governance and compliance.
• Comfortable working with data, AI-driven models and analytical insights.
• Able to influence effectively in a decentralised ownership model.
• Excellent written and spoken English is a must.
• Fluent Dutch (written and spoken) is a strong pre.
• Proactive, structured and decisive.

What we offer

• Clear end-to-end ownership of ING’s Dutch web channel.
• A role with strategic impact on both web and mobile experiences.
• An international working environment with strong collaboration across teams.
• Hybrid working (a minimum of 2 days in the office in Amsterdam) with flexibility and trust.
• Extensive opportunities for learning and professional growth.

Important note on relocation

Relocation support is not available for this position. This role requires candidates to already be located in the Netherlands.