Product Manager/ Customer Journey Expert - General Insurance

Last updated 1 hours ago
Job Type:Full Time

Customer Journey Expert (Product Manager) - General Insurance

The Customer Journey Expert will have expertise in one or more of the areas of product management, channel and/or process optimisation, business case, reporting, risk management or other relevant areas that are required in the squad.

You will have responsibility for the development, management and lifecycle of Retail products, services, channel delivery and processes within one or more of these areas. You will be familiar with the relationship between these areas, with a view to achieving an optimal customer experience whilst meeting ING targets.

You will have experience in General Insurance (direct channels) and experience in working with business partners to deliver the products and services. You will focus on the customer lifecycle from customer value proposition, business case, defining MVPs, enable acquisition, on-boarding and retention, optimising marketing, reporting and customer experience, managing the risk and profitability of our insurance products.

What are you going to do? You’ll be…

  • Responsible for the management and governance of the insurance operations through our insurance partner, monitor and optimize processes and procedures, service levels, customer experience aligned to the ING experience

  • Supporting the development and implementation of a Joint Business Plan with the insurance partner

  • Representing the voice of the customer, having a strong vision on customer acquisition and retention strategy and journey and focusing on continuously improving the customer benefits ING is offering and the key moments of truth for customers.

  • A business owner of product & services solutions of your squad including the Customer Value Propositions. You will be responsible for designing, developing & operating these solutions for our customers to allow them to stay “a step ahead in life and business”.

  • Managing, reporting and mitigating product risks and product requirements relating to the customer, supplier and regulators including all financial & non-financial risk.

  • Supporting and implementing strategy for products, channels, promotion, pricing, and product and process quality, in keeping with ING’s brand, local and global strategic or regulatory objectives, and with a customer perspective as front and centre to create an ideal customer journey.

  • Representing the product or service to internal and external stakeholders and managing any vendors to the agreed service levels and governance standards.

What are we looking for? You’ll have…

  • Demonstrated experience in the product team within General Insurance– at least 5 years

  • Experience in managing product profitability whilst delivering on customer needs – at least 3 years

  • Proven experience in managing vendors and governance

  • Fluency in all Microsoft Office tools – particularly Excel and PowerPoint

  • Experience in reviewing and recommending product strategies

  • Experience in the Agile way of working, engaging with tech squads and organising work in sprints

  • Experience in preparing financials for the purpose of product enhancement and profitability monitoring

  • Strong communication skills

  • Strong stakeholder management skills

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities. We would also be open to flexible working applications for this role, please just let us know as part of your phone interview.

Sound like the kind of place you’d feel at home? We’d love to hear from you.