Product Lead | Customer Success @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk andamp; compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING's software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from our office in Bucharest.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data Management, Touchpoint Channels andamp; Integration, Core Banking, and Global Products.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you-

The mission

ING Analytics aims, by using data andamp; AI, to differentiate ING as a leader in a data-driven banking. The team consists of delivery tribes focused on the bank's key domains (such as Operations, Retail Banking, Wholesale banking, etc.), local country analytics teams, as well as strong support areas around data management, technology, customer journey, UX, and an analytics office in charge of strategy, partnerships, portfolio and business development that you will be part of. We are incredibly excited about Analytics and the great potential for progress and innovation. We believe that analytics is a key differentiator in bringing superior customer experience. We wish to improve our operational processes and create new and innovative data-driven products that go beyond traditional banking, such as the platform models.

ING Analytics builds and operates the Global AI andamp; Data Platform that enables data management, machine learning and advanced analytics at scale across the bank. Customer adoption and successful onboarding of this platform is critical to ING's data-driven strategy.

Your day to day

As a Product Lead, you lead the Customer Success account management team that owns the end-to-end customer onboarding, adoption and value realization of the AI and Data Platform, acting as the single accountable product lead for customer success. You coordinate delivery across customer success and supporting teams to guarantee excellent onboarding, adoption and migration journeys for the global AI andamp; Data platform consumers.

The platform is used by a growing number of global analytics and data teams and is undergoing significant adoption and migration. This role exists to structurally improve onboarding, migration success, and long-term platform adoption, ensuring the platform delivers measurable business value at scale.

The team

The Customer Success team is the first contact for any consumer of the platform and secures an excellent customer experience during onboarding and recurring use of the platform. They represent the voice of the customer and translate customer needs towards the platform teams and drive structural improvements in the customer journeys.

Together with the migration team, the account management team is responsible to act as liaison and supports consumers during platform onboarding, migration and use, provides product and onboarding documentation and training. In addition, Customer Success is responsible for the service management and service charging agreements with the platform consumers.

Your responsabilities will include:

• Customer Adoption andamp; Value: Ensure predictable delivery and drive continuous improvement in adoption and migration journeys across the platform service consumers.
• Delivery andamp; Migration Excellence: Proactively remove impediments, ensure clarity towards the team and stakeholders, and make decisive, data-driven decisions. Provide clear and actionable communication of requirements, agreements and progress of planned activities
• Continuous Improvement andamp; Change: Drive organizational and service change to structurally improve customer experience
• Stakeholder andamp; Executive Management: Partner with product teams and coordinate the contribution of supporting teams to achieve your objectives. Engage senior stakeholders and executives, tailoring communication to influence outcomes.
• Platform Representation: represent the Global AI andamp; Data platform towards consumers with clarity and confidence

Chapter Lead Responsibilities (50% of your role):

• Develop craftsmanship for both POs and CJEs by setting clear standards and best practices.
• Coach team members in backlog management, stakeholder management, and process-to-requirement translation.
• Support individual development plans and challenge non-productive behaviour.
• Build a culture of accountability, psychological safety, and high performance.

What you'll bring to the team

• Experience:

• 6+ years of relevant experience, including leadership or senior responsibility in platform, product, or customer-facing roles, preferably in data, analytics, or cloud environments.

• Proven track record in project and account management

• Skills/knowledge:

• Result driven, proactive and flexible, embracing challenges in fast-changing environment.

• Comfortable operating in ambiguity and driving alignment across complex stakeholder landscapes.
• Able to make trade-offs under pressure and clearly articulate rationale to senior stakeholders.
• Strong communicator who adapts effectively to interact, influence and persuade a broad set of (senior) stakeholders
• Foreign languages: English (excellent level)
• Education: Completed education at Bachelor/Master level

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