Product Owner – Automation - Salesforce Implementation (for Service)

At NN Group, our ambition is to be an industry leader, known for our customer engagement, talented people, and contribution to society. We are strengthening our emphasis on enhancing operational efficiency, and therefore we are focusing on standardisation, automation, and re-use without losing our focus on CX and growth. Technology and data will enable us to successfully transform our business. To achieve this, in International we have embarked upon a transformation journey, our Ambition 2027, focusing on several workstreams across our markets. We are excited to work towards our ambitious goals for the future. Are you up for a new challenge and would you like to help us shape the future? Read more below and apply! 

What you are going to do

As the Product Owner Salesforce Implementation (for Service) you will be responsible for the implementation of Salesforce as a core platform for service transactions across multiple countries in the NN International network. You will work with business unit leaders to shape roadmap / priorities, drive the harmonization effort to align on a single “to-be” process to be used across countries, and manage business and technology stakeholders to drive execution (and adoption) at pace.

You will be part of the Digital & Frictionless Journeys workstream focusing on core operations (i.e. Service) across 8 different countries within the NN International network. Our goal is to drive significant digitization, automation (e.g. STP), and self-service enabled processes to improve efficiency and reduce customer effort. Initially, your focus will be on harmonizing processes with the assumption that they will be deployed in the Salesforce (Financial Services Cloud) platform.

With a focus on enhancing efficiency, ensuring consistency, and improving the customer experience, the successful candidate will have prior experience as a Product Owner. Collaborating closely with stakeholders from various departments and countries, you will design, document, and implement a new “standard” process across business units. This role requires:

• The ability to work with business units to shape capability/features roadmaps that deliver on business priorities (e.g. local process automation) while also driving towards overarching NN International goals (e.g. level of STP, enabling self-service, lowering operational costs)
• Working with central and local business and technology teams to ensure steady progress from one stage of the development cycle to the next, and ensuring business adopts the new functionality (i.e. realizes benefits)
• The ability to look beyond the immediate business and technology delivery teams to proactively identify and resolve issues that may delay progress / local adoption (e.g. data architecture, API development teams, etc.)
• The ability to facilitate process alignment workshops and resolve issues to align on a single to-be process (across multiple countries)
• Experience harmonizing processes in a multi-BU environment (in line with industry leading practices) and building buy-in that the agreed-upon “to-be” process is implemented as planned
• The ability to analyse existing processes to identify bottlenecks, inefficiencies, and opportunities for improvements and automation – informed by OOTB functionality available in core platforms
• A deep understanding of insurance business processes and a proven track record in process optimization is beneficial
• Experience with such efforts in core service platforms is highly beneficial – with a strong preference for those with prior Salesforce experience
• To work as a “bridge” between the business and IT development teams, from top management to end users – and comfortable working in a multi-country, hybrid environment

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• A unique opportunity to play an important role in an international transformation programme
• The opportunity to impact customer and agent experience and operational excellence
• The exposure to diverse tech landscapes and best practices
• The recognition and growth in a forward-thinking organisation

We offer this job fully remote as a virtual assignment for 1 to 3 years. As part of this role, you will have an employment contract under the local collective labour agreement (CLA) from one of the NN International countries participating in this workstream. This means you can apply for the job if you reside in the Netherlands, Belgium, Czech Republic, Poland, Slovakia, Hungary, Romania, Spain, and Greece. Once we know from which country you will perform the job, we will be able to inform you better about the local employee benefits.

Who you are

• Ability to take a big-picture view and shape efforts to achieve broader business objectives – whilst being open to new data / insights to drive ongoing reprioritization
• Proven record taking accountability for business outcomes
• Strong communicator with high interpersonal skills in a multi-country setup, capable of collaborating effectively with stakeholders at all levels of the organization
• Prior knowledge of insurance (Life, Non-Life) and Pensions processes and driving improvements using a variety of techniques (e.g. Journey Design, Six Sigma, Process Mining, etc.)
• You keep the relevant stakeholders proactively and timely informed about the progress of the various initiatives and keep them involved in the decision-making process by reporting on OKRs, progress and KPIs of strategic projects/initiatives
• You identify and mitigate risk, including technical challenges, data quality issues, team velocity and benefits delivery
• You manage the expectations regarding risk and quality are shared and escalations regarding the project/initiatives are addressed in a timely manner
• Excellent analytical/data oriented skills, and problem-solving professional, detail-oriented, with the ability to identify opportunities for optimization and efficiency gains
• Experienced with process modelling tools and methodologies (BPMN 2.0, MS Visio or similar)

In addition, the following skills would be considered a plus and/or beneficial:

• Experience/certification in Agile project delivery and project management
• Knowledge of Salesforce environment

Who you will work with

You will join the Digital & Frictionless Journeys workstream, with a focus on optimizing and digitizing our core operations. This workstream is dedicated to digitizing core processes, significantly increasing the level of automation/STP (90%+), and driving self-service to both increase efficiency and reduce customer effort (target <2). You will:

• Work with diverse teams within NN International, all business units in International
• Partner with key business stakeholders in Insurance International
• Work with external partners and collaborators

This job is a virtual assignment which means you will fully work from home. You will travel regularly to meet your team. This means that the willingness to travel is important for this job position.

Any questions?

If you have any questions about the job, you can reach out via phone or email to Hanna Putria, Central Business Owner, via hanna.putria@nn-group.com. Any questions about the process can be directed to Mirjam Dungen, Senior Talent Acquisition Specialist, via Mirjam.dungen@nn-group.com.