Digital Customer Journey Expert - Customer Acquisition & Engagement

Digital Customer Journey Expert - Customer Engagement

• 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.

Digital Customer Journey Expert – Customer Engagement

Job Level 16

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.

Your key responsibilities

You will be part of the ‘Acquisition & Engagement” team within the tribe Daily Banking & Client, a strategic and important position in which you will strongly collaborate with other tribes.

As a Customer Journey Expert – Engagement your responsibilities will include:

Building a strong vision on how to connect, engage, retain and upsell to clients within the bank. With the main priority getting ING to become their preferred primary bank for multiple products and recurring income.

• Being the data driven expert, analyzing, and understanding trends in customer data. Mixing this with a commercial mindset, and discover what the voice of the customer is, in order to understand what the best approach is to boost customer satisfaction and our commercial targets in our growth ambitions.Have knowledge of how to structure tests to learn what actually moves the needle.
• Forming and testing assumptions about customer needs and behaviours. Willingness to pivot or refine based on learnings rather than sticking to a rigid plan. Finding non-obvious solutions to customer pain points.
• Translating customer insights into compelling narratives for stakeholders. Communicating findings effectively to product, marketing and sales teams. Convincing teams to take action based on insights, even when counterintuitive.
• Managing stakeholders since you’re working on strategic projects laying the foundation of a leading mobile lead organization. Including co-creating and managing top notch campaigns to activate our new and current customers.
• Understanding and applying business principles and ensure compliancy with external regulation and internal minimum requirements.

We look for

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey Expert it is crucial that: 

• You put the customer first.
• You have > 5 years experience in (digital) engagement and customer activation.
• You hold a master’s degree
• You are a naturally collaborative person, who listens and invests in others to achieve common goals.
• You are strongly structured in your own work ethic.
• You’re hands-on and willing to challenge the status quo by launching, evaluating, improving engagement initiatives.
• Having experience in sales and/or affinity with the retail banking market and the rapidly changing customer needs is a plus
• EN and NL or FR- speaking

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 endeavors’
• 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!