Job Description

Your new team

You shape the front door to ING. You never get a second chance to make a first impression.

As Squad Master of the Private Individuals Onboarding team, you are responsible for creating seamless, secure and mobile-first onboarding journeys that turn prospects into engaged ING customers. From packs to investments, insurance and lending products, you make it easy for customers to start and deepen their relationship with ING.

Together with a team of Customer Journey Experts, you own the end-to-end onboarding experience across the full Private Individuals product portfolio. By leveraging customer insights, behavioural analytics and market trends, you continuously identify friction points, unlock growth opportunities and steer the evolution of onboarding journeys.

In addition, your squad owns key acquisition and activation processes such as Member Gets Member and Bank Switch. You ensure these journeys attract new customers, strengthen primary banking relationships and contribute directly to ING's growth ambitions. You lead the onboarding roadmap from strategy to execution, aligning stakeholders across the organization to deliver customer impact, accelerate growth and position ING as the bank of choice from day one.

Your key responsibilities as Squad Master Private Individuals Onboarding

Our mission is simple: make becoming an ING customer effortless. As Squad Master, you lead the squad responsible for ING's digital front door. Together with Customer Journey Experts, UX specialists and key stakeholders across the bank, you continuously improve onboarding journeys, referral capabilities and acquisition processes that help new customers join ING quickly, securely and seamlessly. You combine customer insights, data, market trends and strong execution to translate strategic ambitions into measurable business impact.

Key responsibilities

• Shape best-in-class onboarding experiences by leading the continuous evolution of ING's onboarding journeys, Member Get Member and related acquisition processes, ensuring customers can join ING with minimal friction and maximum satisfaction.
• Drive conversion and growth by continuously monitoring key performance indicators such as success rates, conversion and customer satisfaction. You translate insights into prioritised experiments and improvements that deliver tangible business results.
• Own and steer the squad roadmap, balancing customer value, business impact, risk, regulatory requirements and delivery feasibility. Together with the Product Lead, you translate strategic objectives into a clear and actionable roadmap.
• Lead execution excellence by coordinating the squad, facilitating agile ways of working and ensuring priorities are translated into clear actions, commitments and outcomes.
• Remove obstacles and accelerate delivery through proactive risk management, dependency coordination, stakeholder alignment and timely decision making.
• Orchestrate change across the bank, bringing together local and international stakeholders from Mobile, UX, Customer Data, KYC, Fraud & Cybersecurity, Risk and other domains to deliver end-to-end customer journeys.
• Continuously challenge the status quo by leveraging customer feedback, market developments and industry best practices to identify opportunities that strengthen ING's competitive position.
• Create measurable impact on ING's growth ambitions by increasing customer acquisition, onboarding conversion, primary banking relationships and customer satisfaction through innovative and customer-centric digital experience.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious. Keep learning. Take ownership. Challenge the status quo. In return, we'll help you develop into an even more impactful version of yourself.

Further more you:

• Are proactive. You can lead initiatives and work autonomously.
• Are comfortable with managing multiple stakeholders and dependencies.
• Have agile knowledge and preferably a proven prior experience of managing a squad.
• Have compatible communication skills: both in writing and presenting.
• Have a strong vision in how to bring the best customer experience.
• Are delivery-oriented, enjoy planning and turning ideas into tangible results, with strong project management skills and the ability to connect the dots.
• Can use data and insights to support decisions and challenge assumptions when needed.

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 joining ING as an employee include:

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions or want to apply directly?

Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!