Customer Journey Expert (Digital Sales)

The Customer Journey Expert (CJE) – Digital Sales combines a strong customer mindset with analytical rigor and hands‑on execution, working closely with Digital Sales, Performance, Product, Data, UX and Sales teams to translate insights into tangible improvements and measurable impact.

Key Responsibilities:

• Analyse and map end‑to‑end customer journeys (acquisition, onboarding, usage, cross‑sell), identifying friction points, drop‑offs and growth opportunities
• Design and optimise digital and omnichannel journeys with a strong focus on customer experience, simplicity and conversion
• Work closely with Digital Sales and Performance teams to improve funnels, landing pages and key touchpoints
• Turn quantitative and qualitative insights into clear actions, experiments and iterative improvements
• Collaborate with UX/UI designers, Product Owners and IT to ensure consistency between designed and delivered experiences
• Enable and support continuous experimentation (A/B testing, CRO initiatives, new flows) across journeys
• Contribute to building a holistic customer view in close collaboration with Data & Customer Intelligence teams
• Monitor and communicate journey performance using relevant KPIs (conversion, drop‑off, time‑to‑yes, NPS, CES)
• Act as a customer advocate within the organisation, bringing the customer perspective into growth and decision‑making discussions

Qualifications and Skills:

• Master’s degree
• 4–7 years of experience in customer journey management, digital sales, CRO, UX, growth or digital product roles
• Strong experience in analysing and optimising digital funnels and customer flows
• Ability to interpret customer behaviour data (web analytics, CRM data, customer insights)
• Experience working in cross functional digital environments (marketing, product, IT, data)
• Structured problem solving skills and a strong results oriented mindset
• Excellent communication and stakeholder management skills
• Fluent English
• Experience in financial services or other regulated industries is a strong plus
• Customer‑first, with solid commercial awareness
• Hands‑on and impact‑driven
• Curious, eager to learn and comfortable with experimentation
• Comfortable in dynamic, fast‑moving and ambitious environments

Working conditions: Full Time

Duration: Permanent

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.