HI MICHIEL, CAN YOU TELL OUR READERS A BIT ABOUT YOURSELF?

Hi, I'm Michiel! I am Product Manager Omnichannel at Essent in the I Interact ART. My main focus is on the applications and platforms that shape how customers connect with us, from the app to email, push notifications, chatbots, and more.

I live in Tuil (Zaltbommel) with my girlfriend and son. When I'm not working, I'm most likely reading fiction or training for the Vestingloop in Den Bosch!

WHAT SPARKED YOUR INTEREST IN THE IT FIELD?

My journey into IT wasn’t exactly planned...it evolved over time. I started at Essent as a part-time employee in the call center while studying at Tilburg University, working in the student team. From there, I moved into sales and marketing, eventually managing the internal call center for both B2C and B2B.

What really drew me in was understanding and improving processes. This included figuring out how things work and how they can work better. That naturally led me into project management, and later into product roles. As a Product Manager, I get to sit at the intersection of business and technology, which is exactly where I thrive. One of the most interesting challenges has been bringing different platforms together into one unified landscape while making everything more scalable and future-proof.

DO YOU HAVE ANY SPECIFIC INFLUENCES OR PEOPLE WHO HAVE SIGNIFICANTLY IMPACTED YOUR CAREER PATH?

Early on, I learned a lot by observing others. Sometimes even by copying behaviors to understand what worked. Over time, I realized that trying to be someone you’re not takes a lot of energy, so it’s better to find your own way.
I’ve been fortunate to have managers who gave honest, proactive feedback and helped me understand where my behaviors come from. A people-focused manager I had during my time in sales, as well as my current manager, have both had a strong influence on how I approach leadership and collaboration.

WHAT EXCITED YOU THE MOST ABOUT JOINING THE COMPANY?

Opportunity, without a doubt. Essent is a large organisation, but it really creates space for people to grow, both personally and professionally. What I appreciate most is that career paths here don’t have to be linear. If you’re curious and willing to learn, there are always new challenges to explore. The company’s strategy and vision are clear, and more importantly, they truly live by it. Especially when it comes to personal development.

COULD YOU DESCRIBE YOUR CURRENT ROLE AND YOUR PRIMARY RESPONSIBILITIES?

My role is quite dynamic. On one hand, I’m a people manager, focused on developing my team and supporting their growth. On the other, I’m deeply involved in the content and direction of our work.

I collaborate with multiple teams across the organisation to tackle challenges and align priorities. A big part of my role is connecting the dots between business needs and delivery by working closely with digital and customer service teams to improve the agent workplace and overall customer experience. This includes embedding product owners within teams, streamlining collaboration, and ensuring we create a smooth flow from idea to delivery.

WHAT HAS BEEN THE MOST SURPRISING ASPECT OF YOUR JOB SINCE YOU STARTED?

How accessible change really is! At Essent, you’re genuinely empowered to initiate and drive improvements yourself. If you see an opportunity to enhance the customer experience or move away from legacy systems, you can take action. For example, I was able to help set up a team around our design system by identifying the need, making the case for it, and then actually building it. That level of ownership is something I really value.

CAN YOU HIGHLIGHT A SPECIFIC ACCOMPLISHMENT THAT YOU FEEL HAS BEEN PIVOTAL IN YOUR CAREER HERE?

Building my product team has been a major milestone. We started small, with just two product owners, and have grown into a team of ten. What I’m most proud of is how the team operates today. They are proactive, self-sufficient, and always looking ahead.

More broadly, I’m also proud of how our ART functions as a whole. The culture is strong, managers are approachable, and there’s a real sense of shared ownership.

HOW WOULD YOU DESCRIBE THE CULTURE WITHIN YOUR TEAM OR DEPARTMENT?

Open, proactive, and transparent. People take ownership of their work and step up when something needs attention, even in unexpected situations. There’s also a great balance between performance and connection. We regularly participate in informal activities like drinks or board game nights, and it’s great to see how many people join and connect over shared interests.

WHAT QUALITIES DO YOU THINK ARE MOST IMPORTANT FOR SUCCESS IN YOUR ROLE?

Strong analytical skills are key. You need to understand the systems you’re working in and how everything connects. Every change has an impact on the wider ecosystem, so it’s important to see the bigger picture. At the same time, stakeholder management is just as critical. Building relationships, understanding user needs, and aligning with the vision of different business areas all play a big role in deciding what to build and why.

WHAT ASPECT OF YOUR JOB DO YOU FIND THE MOST REWARDING?

Seeing a team achieve a milestone they’ve worked really hard for, and knowing it delivers real value. Those moments make all the effort worthwhile!

ARE THERE ANY HABITS OR ROUTINES YOU HAVE ESTABLISHED THAT CONTRIBUTE TO YOUR EFFECTIVENESS?

Working within the Obeya framework helps a lot. I regularly check in with my amigo team to review challenges, priorities, and next steps. Having that structure ensures we stay on top of things and remain proactive. I also believe in properly closing the loop by making sure tasks are truly finished, not just almost done. That attention to detail makes a big difference.

CAN YOU SHARE A FUN FACT ABOUT YOURSELF THAT NOT MANY PEOPLE KNOW?

I’m a proud dachshund parent. My dog Dax (10) has been my constant companion throughout my entire journey at Essent!

WHAT COMMON MISCONCEPTIONS ABOUT YOUR FIELD WOULD YOU LIKE TO DISPEL?

People often think it’s all about building cool product features, but there’s much more behind the scenes, like infrastructure, security, and compliance. All of these elements need to work together to create a strong and reliable product.

WHAT ADVICE WOULD YOU GIVE YOUR YOUNGER SELF JUST STARTING OUT?

Believe in yourself more. Trust your ideas and stay close to who you are, instead of trying to fit into what you think is expected. That authenticity will take you much further in the long run.

Thanks, Michiel, for taking the time to chat with us!