Customer Journey expert/Product Owner for CREFS IT Products
Vacancy Customer Journey Expert / Product Owner (acting as delegated asset owner) for CREFS IT Products
Your role & work environment
Our mission as Global Corporate Real Estate & Facility services (CREFS) is to: “Create a welcoming and sustainable office environment to work and meet, where professionals and customers are attracted, inspired and retained and where well-being, health and safety are central”.
One of the biggest changes that has recently been implemented is that ING has outsourced all operational Real Estate (RE) and Facility Services (FS) processes in 7 countries (NL, BE, PL, TR, UK, ESP & IT) to one supplier through an Total Facility Management (TFM) model.
Implementation of TFM constitutes a transformational change aimed at reducing costs by increasing efficiency (economies of scale), simplifying by increasing standardisation, improving cost visibility/transparency and streamlining the (global) ING organization, whilst maintaining or improving service levels. Implementation of TFM is in line with the ING ‘Unite’ strategy, as it simplifies and streamlines the RE and FS function, helping us to collaborate better across borders and innovate much faster.
Managing the TFM contract is a responsibility of the Global CREFS team (Tier 2) which works in close collaboration with the local CREFS teams in the countries (Tier 1) and the supplier. In this whole transition, IT plays an crucial role as we want to implement a best in class fully integrated IT solutions, applications and reporting tools in order to:
Create a common language and single source of truth and reporting for selected performance metrices
Implement strong data foundation for the development of best-in-class data analytics
Apply internal and external benchmarking of performance
To strengthen the Global CREFS team we are looking for a Product Owner for CREFS IT Products. In this role you will be working together with our IT partner (Group Services) for successfully implementing the IT solution.
Your key responsibilities
As Customer Journey Expert (CJE) you combine marketing, product / process management and / or business (analysis) expertise. As CJE, you will mainly take the role of an end-consumer representative, to ensure that the end-consumers’ experience is recognized by the Squad and is often able to approve the change and will, in case of an existing product, also take care of the further development of a product by initiating new Epics, Features and Stories backed by quantitative and qualitative evidence.
As Product Owner for CREFS IT products, you establish a clear purpose and vision, taking into account the IT directions from your IT partner, for Global CREFS. You’re the “spider in the web” with regards all IT product
requirements within Global CREFS. In this role you own and share the IT product vision, and as a result of that you
Translate requirements from CREFS Product Owners (business requirements) and IT(Area) Lead / IT Chapter Lead (IT requirements) and the Squad members to backlog items on the product backlog, being responsible for the what and when, the how is decided in the Squads.
Ensure that functional and non-functional requirements are addressed for all stakeholders. The non-functional requirements include but are not limited to: security, resilience, performance, contractual, legal and compliance requirements and obligations;
Maximise business value through ordering and prioritization of the Product Backlog;
Ensure together with IT partner that IT Tooling Solutions within the countries are in line with the IT Tool Solutions strategy and IT-Roadmap of CREFS;
Design and maintain Global CREFS IT process model;
Act as delegated Asset Owner for all Global applications which are provided by the TFM supplier, meaning execution Business Impact Analysis, determine CIA rating for each new application and secure compliance to IT Risk & Security requirements together with IT;
Maintain a consistent taxonomy on Global CREFS data model & secure accuracy of data quality;
Coordinate User Access management for ING employees on CBRE applications and CBRE employees on ING applications;
Secure full alignment with countries on IT & Data risk topics together with the IT Custodian;
Act as advisor towards Sr. management from Business and IT with regards to IT related questions;
Secure a good collaboration with IT Custodian (colleagues of Tech/Group Services), our suppliers and other partners by setting up a well-designed governance in line with the One Agile Way of Working.
Data Ownership is at the source of where the data is created (most often countries). Quality controls on that data is part of the responsibility of the product owner;
Accountable for IT Health together with the IT Custodian
How to succeed
We are looking for enthusiastic, communicative and energizing personalities, who can strengthen our team with excellent planning, organizing and stakeholder management skills. You are a team player with a proactive, positive and results-oriented attitude, combining a structured approach with a good sense of organisational sensitivity. You are an advocate of the “ING Orange Code”, a naturally collaborative person, who listens and invests in others to achieve common goals. You are transparent, embrace the ING One Way of Working and have the personality & ability to put a stick in the ground when needed.
Academic degree in e.g. Business Information management or another quantitative field, with a background in and/or affinity Real Estate and Facility management
3 - 5 years of related work experience in IT
Experience in planning & organizing multiple projects simultaneously, using various reporting tools, e.g. dashboards, presentations, resource estimates
Organized, accurate, detail-oriented and are able to translate strategic issues into concrete plans
Excellent stakeholder management skills, you get energy from solving planning puzzles & issues, you are persuasive and feel comfortable to interact with senior management
Experience with the agile way of working and have an interest in progressing with this
Fluent communication skills in English, both verbally and in writing
You are prepared to travel occasionally. Your main base is Amsterdam and will incidentally travel
We offer you
A full time (36 hours) position in Amsterdam with opportunity to have a broad view on IT in a large, multi-segments bank in transformation together with regular exposure to senior management of Real Estate and Facility Management and IT Management on corporate and local country level. Discover yourself our employment conditions.
To give you an idea, we will tell you about the benefits of working at ING:
A salary tailored to your qualities and experience
24 vacation days
13th month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% Holiday payment
Personal growth and challenging work with endless possibilities to realize your ambitions
International environment with ample opportunities for personal development
Opportunity to get insight into the bank wide credit risk profile of ING
Do you recognize yourself in this profile? Then apply now! We would like to receive your CV and motivation letter in one document. We are looking forward to meeting you!
The ING Group is a Dutch multinational banking and financial services corporation headquartered in Amsterdam, operating in over 40 countries. ING's purpose is to empower people to stay a step ahead in life and in business. ING prides itself as a frontrunner in digital and sustainability innovations amongst financial instructions. With around 52,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation is that you’ll stay curious. Keep learning. Take on more responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring and supportive colleagues, there is no better place to invest your talents than at ING.