Job Description

What are we looking for?

A change-driven expert who supports and coordinates the transformation execution towards OnePAM as the master platform. You will work in a small team that helps consuming entities to successfully migrate from their local customer data solution to the global target, acting as the linking pin between countries and the delivery areas to ensure clarity, alignment, early impediment identification, and smooth adoption.

Context – GCDM Tribe

Our Global Customer Data Management (GCDM) Tribe contributes to the ING strategy by delivering customer data services which can be globally integrated into the mobile, web and assisted channels of our consuming entities: ING Retail, Business Banking and Wholesale Banking. The Tribe is globally organised, with over 160 people working in Amsterdam, Manila, Bratislava, Bucharest and many more ING countries.

The Tribe consist of three different domains, strongly engrained with architects and engineers and supported by a CoE customer data management.

• Individual, organisation and user access (party) data management
• Mandates and permissions data management
• Supporting Digital products & Platform digital products

The Tribe is supported by a small transformation support team helping the consuming entities to align their plans to move their local customer data solution to the global target with the global roadmap plans. In this team we are searching for a Customer Journey Expert, completing the team.

The role

In this role, it will be your responsibility to act as a SPOC for certain consuming entities, supporting the rollout in these areas:

• Build and maintain the transformation roadmap for consuming entities migrating to OnePAM, aligning milestones, dependencies, and key deliverables;

• Act as SPOC for OnePAM consuming entities, coordinating questions, decisions, and communications between countries and the delivery areas;

• Lead change and adoption activities (surfacing impediments, impact assessment, communications) to support entities throughout the migration journey;

• Create transparency on progress, risks, and dependencies (e.g., dashboards, status updates, and steering materials) towards countries and back to the tribe;

• Facilitate alignment sessions and decision-making forums with stakeholders to resolve impediments and keep migrations on track;

• Identify and communicate migration impacts on ongoing transformations such as NextGen, ensuring countries understand what changes and what is required from them;

• Track and manage action items across delivery squads, coordinating follow-ups and ensuring ownership and deadlines are clear;

• Coordinate support and care after go-live, capturing feedback and ensuring improvements are fed back into the tribe and delivery teams.

We are looking for

a colleague who thrives in change and knows how to translate strategy into an executable roadmap. You are comfortable operating in a complex stakeholder landscape across countries, creating transparency and alignment, and you enjoy enabling others to succeed. You are resilient, proactive, and structured, with the ability to navigate ambiguity and keep migrations moving forward through clear communication and strong coordination.

As part of our team, you act as the linking pin between countries (consuming entities) and the delivery organisation for OnePAM. You bring strong change and delivery capabilities, and you further have:

• experience in building and managing roadmaps, planning deliverables, and tracking dependencies across multiple stakeholders;
• proven change management and transformation experience, ideally in platform migrations and adoption of shared services;
• strong stakeholder management skills and the ability to act as SPOC, connecting countries and delivery teams and driving decisions;
• hands-on coordination skills to support migration execution and remove impediments;
• excellent communication skills to create transparency (status, risks, decisions) towards countries and back to the tribe;
• a continuous improvement mindset, embracing change and helping others through transformation with clarity and empathy.
• a collaborative, proactive way of working: you connect people, clarify ownership, and keep momentum in a multi-country environment.
• a keen eye for detailed data, with the ability to connect the dots across various roadmaps and identify dependencies and impediments from complex datasets;

What we offer

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by data and technology and driven by smart, determined people. For this role we offer

• A clear purpose, a competitive salary and a range of flexible compensation and other benefits.
• Personal growth & challenging work with endless opportunities to realise your ambitions.
• Informal, dynamic international environment with innovative colleagues supporting your endeavours.
• Progressive and agile way of working, where new ideas are valued ahead of convention.
• A 36- or 40-hour work week with a hybrid working location, with our office located in Amsterdam (Global HQ)

Interested? Apply directly online, clicking on the application button below and upload your motivation letter and CV, or feel free to contact Christiane Fritsch Christiane.Fritsch@ingcom in case you have any questions about the role.