Customer Journey Expert

Role Purpose

The Customer Journey Expert, within the Digital Tribe in the Private Individuals domain, is responsible for designing, governing and continuously evolving end‑to‑end customer experiences across the customer lifecycle, with a strong focus on digital channels, data‑driven decision making and value creation.

The role covers the full Customer’s Life, ensuring coherence, consistency and quality of experiences across moments that matter. The CJE acts as an owner of customer journeys, combining customer insight, digital product thinking and process intelligence to drive measurable outcomes.

Key Responsibilities

1. Customer Journey Ownership

Own and evolve end‑to‑end customer journeys across the Customer’s Life, ensuring consistency, clarity and customer value.

Translate customer needs, behaviors and expectations into journey designs and experience improvements.

Ensure journeys are aligned with strategic priorities and deliver measurable customer and business impact.

2. Digital KPI

Define and monitor digital and journey KPIs (e.g. experience quality, effectiveness, adoption, friction points).

Use data and insights to identify pain points, opportunities and root causes along customer journeys.

Enable a continuous improvement loop driven by evidence and measurable results.

3. Experience Design & Tooling

Use OrangeSharing as the primary tool to document, govern and share customer journeys, processes and experience assets.

Support journey design and collaboration activities through FigJam, enabling co‑creation, alignment and workshops with stakeholders.

Ensure journey and experience documentation is clear, reusable and easily accessible across teams.

4. Requirements & Digital Delivery Alignment

Translate journey and experience needs into clear functional and non‑functional requirements.

Act as a bridge between business, UX and IT, ensuring shared understanding and effective delivery.

Contribute to backlog definition and prioritization with a customer‑value and outcome‑oriented mindset.

5. Cross‑Functional & Agile Collaboration

Work in a structured, agile and multi‑functional environment, collaborating with Product, UX, Tech, Risk, Operations and other stakeholders.

Co‑design solutions aligned with target operating models and digital strategy.

Promote a customer‑centric culture, advocating for journey thinking across teams.

Required Skills & Experience

Professional Experience

• 3–5 years of experience as Customer JourneyExpert,BusinessAnalystorsimilar role in complex and regulated environments.
• Solid experience working on digital channels andcustomerexperience initiatives.
• Proven ability to operate in cross‑functional and agile delivery setups.

Digital & Analytical Skills

• Strong journeythinkingandanalyticalmindset.
• Ability to define, read and interpret digitalandjourney KPIs.
• Experience with experience design and collaboration tools (e.g. Figma).
• Confidence in working with documentation and sharing platforms (e.g. OrangeSharing).

Mindset & Soft Skills

• Strong customer‑centric and outcome‑driven approach.
• Ability to connect customer perspective, business objectives and digital solutions.
• Clear communication skills, able to align diverse stakeholders.
• Comfortable operating in fast‑paced and evolving environments.

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.