Customer Journey Expert (Product Manager) – Global Fraud Management Services

Would you like to help shape the future of fraud at ING and contribute to protecting millions of customers across multiple countries?

The ING Global Fraud department plays a crucial role in enabling society to do banking in a safe way. We are dedicated to protecting our customers and their finances by being at the forefront of fighting fraud across all ING countries. As part of our mission, we strive to prevent and detect fraud in order to safeguard our customers and ensure the safety and ease of use of our products. 

Global Fraud Management – Fraud Management Services

Within our Tribe Global Fraud you will work in a team of Fraud Experts as part of the Fraud Management Services Product Team. This team is responsible for shaping and continuously improving how ING supports customers and colleagues throughout the fraud journey, from the moment fraud is suspected until the case is resolved.

Fraud is a global challenge and therefore you will work closely with fraud, operations, product and technology teams across multiple countries to design scalable solutions that can be adopted throughout ING. Together, we are creating a more harmonized way of working that helps countries fight fraud more effectively while delivering a consistent customer experience.

A key focus for the coming years is the further digitalization and automation of fraud management services. By leveraging data, workflow automation and AI capabilities, we aim to simplify work for fraud specialists, improve customer experiences, and enable colleagues to spend less time on administration and manual processing and more time helping customers recognize, prevent and recover from fraud. This is an opportunity to contribute to solutions that protect millions of customers across multiple markets while helping shape the future of fraud management within ING.

Roles and responsibilities

As a Customer Journey Expert - at Fraud we call this position 'Fraud Management Product Expert' – in this area, you will work at the intersection of customer experience, fraud operations, technology and data. You will collaborate with stakeholders across countries to design and scale services that improve how ING handles fraud alerts and unusual payments, manages and resolves fraud cases.

Your role is to continuously balance customer experience, operational efficiency and fraud risk. You will keep our product in shape, identify opportunities to simplify processes, increase automation and apply AI-driven capabilities where they create value for customers and colleagues.

• Continuously improve fraud management processes and services by identifying opportunities to simplify, standardize and digitize customer and employee journeys.

• Collaborate with countries across ING to understand local challenges and translate them into scalable solutions that can be adopted globally. (primarily Retail countries)

• Drive automation and AI adoption to reduce manual work, improve decision-making and deliver faster and more consistent customer outcomes.

• Work closely with technology, operations and fraud experts to turn strategic objectives into tangible product improvements and capabilities.

• Use data and customer insights to identify opportunities, validate solutions and measure the impact of changes.

• Improve the effectiveness of fraud specialists by designing workflows, tools and services that reduce cognitive load and enable them to focus on helping customers and handling fraud cases.

• Own one or more global fraud services and drive their adoption, performance and continuous improvement across multiple countries.

• Impact: Your work will directly contribute to reducing fraud losses, improving customer outcomes and enabling fraud specialists to focus on helping customers when it matters most.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

Furthermore, you have:

• A master’s degree and at least five years of experience in product management, product delivery or a related field; experience in fraud management is preferred.

• Experience leading initiatives in a complex stakeholder environment, preferably in an international setting.

• Ability to translate local needs into scalable global solutions and drive harmonization across countries. You can adapt your level of technical detail to different audiences and are able to put yourself in the shoes of customers and colleagues to design solutions that meet their needs.

• Affinity with digitalization, workflow automation, AI and data-driven decision making, and curiosity about how emerging technologies can create business value combined with a customer-centric mindset 

• Excellent stakeholder management and influencing skills, with the ability to align diverse groups and present recommendations to senior management.

• A strong sense of ownership; you don't wait for opportunities to be assigned to you. You proactively identify improvements, create alignment around your part of the product and drive initiatives from idea to implementation with a hands-on mentality, measuring impact and continuously improving outcomes.

• A growth mindset: continuously learning, seeking feedback and helping others grow.

• Fluent in English and Dutch, both verbal and written.

Personal development

In order to make sure we continue to have the right people in the right spot, ING will invest in your personal development. But we also expect you to take initiative and make sure you keep yourself and your colleagues up to date on recent development in your area of expertise.

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

About us
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Discover what we do and what we can offer you.

Questions?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.

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