Senior Customer Journey Expert- Upsell

Senior Customer Journey Expert - Upsell

At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.

Your role & work environment 

At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in.

 In Tribe Daily Banking and Client First, we are responsible from:

• End-to-end management of daily banking products with all aspects (incl. definition of commercial strategy, value proposition design, delivery roadmap, P&L and risk management)
• Overall orchestration of mass retail segment (client ownership, acquisition, onboarding, retention, churn mgmt, 3rd party services)
• Leading ING retail digitalization roadmap for delivering a superior digital/mobile customer experience.

We offer more than only daily banking services, we are also responsible for the growth of our customer portfolio in terms of both acquisition of new client and development of the relationship with existing clients.  You will be collaboration in a team who’s responsible to acquire prospects (Marketing and business perspective) and engage them to strengthen their relationship with ING by offering a supreme welcome feeling.

About the Role

Our Customer Journey Expert (Upsell) is responsible for growing revenue from existing customers by identifying, designing, and executing upsell opportunities across the customer lifecycle.

You’ll own the growth of our offer by helping customers discover, adopt, and upgrade to packs that best fit their needs. Working closely with Product, Data, Design, and Tech, you’ll use insights, experimentation, and customer journeys to drive plan adoption and long-term value.

What you will be doing

• Drive adoption and upgrades across ING's packs
• Identify high-intent moments across the customer lifecycle where upgrades add clear customer value
• Design and optimize upgrade journeys across in-app surfaces, notifications, and lifecycle communications
• Use data to segment customers and personalize recommendations based on behaviour and needs
• Run rapid experiments (A/B tests) on messaging, pricing presentation, benefits framing, and timing
• Partner with Marketing, Sales, Product and Engineering to improve the subscription experience end-to-end
• Own core metrics such as upgrade conversion, ARPU, retention, and pack engagement

What we are looking for

• Strong analytical mindset (SQL, dashboards, metrics) with experience using insights to improve performance
• Experience in customer journey management, lifecycle marketing or growth roles

• Strong understanding of customer experience design and journey mapping
• Comfort running experiments at scale
• Customer-first thinking with commercial impact
• Ability to work in fast-paced, autonomous environments
• Strong cross-functional collaboration skills

• Your are comfortable communicating in English for key interactions

Nice to Have

• Experience in banking, fintech, telecoms or subscription-based businesses
• Familiarity with journey orchestration, CRM and experimentation tools
• Experience working in agile or squad-based teams

We offer you 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

Furthermore, within the Daily Banking & Mobile first department, you can count on a range of opportunities to invest in your personal and professional growth with:

• A challenging and high-pace environment with a potential to create direct impact to let our customer portfolio grow.
• A clear purpose, a unique offer and a range of flexible compensation and other benefits.
• The possibility to invest in your professional and personal growth thanks to the expertise of our international teams, and our knowledge sharing culture.
• A hybrid way of working with a possibility of 50% remote working based on a team agreement.

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!