Central Product Owner Client Connect - WB FCP

Product Owner – Client Connect

As the Central Product Owner (CPO) for our CDD Digital Journey, you are responsible for driving the digital transformation within our WB Financial Crime Prevention (FCP) domain. We are evolving the Customer Due Diligence (CDD) process from manual to meaningful. While focusing on developing our employee workflow solution, we are also committed to fully digitizing the CDD outcomes and leveraging AI to assist in automating the daily repetitive tasks we currently face. Additionally, we ensure that our end-clients are supported in a fully digital manner to maximize client satisfaction and minimize client effort.

As a CPO within the FCP domain, you are at the heart of this change and responsible for managing our capability-oriented team setup. You bridge the gap between business needs and delivery teams, balancing innovation, operational impact, and employee/client centricity.

You proactively anticipate dependencies and collaborate across Wholesale Banking tribes, countries, and other ING organizations to design a seamless user experience across products, countries, and channels. Your detailed roadmap guides our stakeholders, and your excellent communication skills ensure everyone knows what to expect.

You manage and prioritize the product backlog using data-informed decision-making, working closely with the Change Board and other governance bodies to ensure high-value delivery. As a key liaison across the FCP teams and delivery tribes, you ensure transparency, alignment, and engagement throughout the change lifecycle.

Additionally, you oversee first- and second-line incident resolution, ensuring stability and responsiveness across the digital product landscape. You take ownership of risk management and maintain a strong focus on IT governance and controls.

In the Client Connect journey, your focus is on enhancing engagement with end-clients throughout the Customer Due Diligence (CDD) process by streamlining communication, simplifying document collection, and increasing transparency on the process status. You collaborate closely with client-facing teams, operations, and compliance to ensure solutions are intuitive, compliant, and aligned with ING’s digital ambitions.

Your API-based outreach service enables internal applications to connect easily with a single integration point, while your team manages multiple client interaction channels separately. This design ensures complete independence of internal applications from changes or expansions in client-facing channels. Working alongside Central Product Owners, delivery teams, and stakeholders across business, operations, and compliance, you ensure this service is seamlessly integrated into the broader CDD ecosystem. You translate user and business needs into actionable backlog items and deliver incremental improvements that enhance the client experience.

You support the delivery of digital solutions that simplify client outreach, document collection, and status updates—while ensuring alignment with ING’s strategic objectives and compliance standards.

Responsibilities

Product Strategy & Design

• Define and continuously evolve the client outreach service, integrating multiple touchpoints into a seamless experience for both internal and external users.
• Ensure end-clients can efficiently and effectively provide and maintain their CDD data through intuitive, digital-first solutions.
• Minimize unnecessary outreach while maximizing the value of client engagement throughout the CDD journey.
• Enhance client-facing touchpoints to guarantee clear, timely communication aligned with regulatory requirements and customer expectations.
• Maintain and develop the Q6 product roadmap to deliver long-term business value and operational impact, ensuring that business value is validated post-delivery to measure impact effectively.

Governance

• Provide input and participate in the regular QBR review cycle where progress is monitored, planning is communicated and priorities are set.
• You provide bi-weekly updates into the FCP change board to inform all relevant stakeholders and prepare clear decision and information requests when needed.
• Engage with client-facing teams, communication experts, and support/outreach functions to ensure alignment with ING’s tone of voice and deliver a consistent, client-friendly experience.

Backlog Ownership & Prioritization

• Prioritize features that improve the user journey and connected technical user interface, client communication, document exchange, and transparency throughout the CDD lifecycle.
• Maintain high-quality, actionable backlog items to guide development teams effectively.

Stakeholder Management

• Act as the central point of contact for the product’s change journey, maintaining strong alignment with business, Tech, compliance, and other key stakeholders.

• Engage with clients, relationship managers, onboarding teams, and client support to gather feedback and ensure the product meets client and frontline needs.

Incident & Issue Management

• Manage first- and second-line incidents related to the product, coordinating resolution and ensuring root causes are addressed through product improvements.

• Monitor and resolve issues related to client communication tools and ensure minimal disruption to client interactions.

Risk & Compliance

• Ensure that all client-facing communications and data exchanges meet regulatory standards for transparency, privacy, and consent
• Proactively assess and mitigate risks during the design and delivery phases, embedding compliance into the product lifecycle.

How to Succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and continue developing into an even more impactful version of yourself.

As a Central Product Owner, you will need:

• A Master’s degree or equivalent academic background, supported by relevant practical experience.
• At least 5 years of experience in Retail or Wholesale Banking, gained in either front office (Business), Product Management, or back office (IT/Operations).
• At least 5 years of relevant product development experience, ideally in Customer Experience,  Software development or IT-driven environments
• A strong track record in driving and implementing change, with a focus on improving end-to-end processes.
• Experience working in Agile environments, with a solid understanding of product ownership and delivery cycles.
• The ability to operate effectively in multicultural and cross-functional settings.
• Fluent in English speaking and in writing.

You bring:

• Strong stakeholder management skills, with the ability to align and engage across WB business lines and ING locations.
• A natural drive for completion, creative thinking, and a proactive mindset.
• A deep understanding of the dynamics and challenges of international organizations.
• The ability to motivate teams, promote collaboration, and drive performance across domains.
• A self-steering, cross-functional working style, with the confidence to lead through ambiguity and change.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

●          25-28 vacation days depending on contract

●          Pension scheme

●          13th month salary

●          8% Holiday payment

●          Hybrid working

●          Personal growth and challenging work with endless possibilities

●          An informal working environment with innovative colleagues

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.