Customer Journey Expert ‘Plan Ahead’

Do you thrive when simplifying complexity and creating exceptional digital CX? And are you passionate about helping people take control of their financial future? If so, ING has the perfect opportunity for you!

We're looking for a driven and innovative Customer Journey Expert to join our team and play a critical role in the global expansion of our financial planning (light) tool, Plan Ahead. Plan Ahead empowers our customers (and their partners) to easily navigate the often complex world of finance, with the help of an advisor where needed. And we're ready to take it to the next level and roll-out globally in the coming 18 months (codename: ‘Game Plan’).

Or as we like to say: “We re going to nail it and scale it!”

If join our team, you become part of the IRIS &Plan Ahead product team in the Assisted-area of the Digital, Assisted & Customer Interactions Tribe NL. Yes that is a mouthful, but basically it means you will have many knowledgeable colleagues (on data, UX, Web and Mobile) all in the same tribe. And colleagues who know everything about IRIS (employee platform for sales and servicing), Interaction solutions (incl. our GenAI chatbot), CRM and appointment booking in the same area.

Your mission

You will be instrumental in launching 'Plan Ahead' in Spain and Italy, while also elevating the existing tool (currently used in the Netherlands and Belgium) to a near-perfect 9.5 out of 10 customer experience. This means understanding the intricacies of financial planning and translating complex information into a seamless and intuitive user journey. You’ll be a champion for our customers, ensuring they feel empowered and informed every step of the way.

Your key responsibilities

• Scale the product: adapting and launching Plan Ahead in new markets (Spain and Italy initially), considering cultural nuances and local regulations.
• Elevate the CX: Analyse the current customer journey, identify pain points, and develop innovative solutions to enhance the user experience to a 9.5/10 level.
• Simplify complexity: Translate complex financial information into clear, concise, and engaging content and interactions, considering the non-linear nature of financial planning.
• UX collaboration: Work closely with UX designers and developers to bring your vision to life, ensuring a smooth and effective implementation of your proposed solutions.
• Teamwork: Collaborate effectively within a diverse team of experienced colleagues and new joiners, fostering a collaborative and supportive environment.
• Customer Focus: Maintain a strong customer-centric approach, constantly seeking feedback and insights to inform your decisions.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Furthermore, you have:

• Master’s or bachelor’s degree with relevant experience delivering top-notch end-to-end customer journeys based on PACE
• A compelling vision when it comes to exceptional digital customer experiences.
• Experience in customer journey mapping and optimization. Knowledge of nudging is a plus
• The ability to simplify complex information and translate it into user-friendly digital solutions.
• Strong communication and collaboration skills to work effectively x-cultures and -disciplines
• Comfortable working in a dynamic and fast-paced environment.
• Experience in the financial industry is a plus, but not required.
• Fluency in English is essential; knowledge of Spanish or Italian is a plus.
• Affinity with financial health, financial planning and investment/mortgage- advice is a must; experience and knowledge a plus

What we offer

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include: 

• An excellent base salary in scale 10 (€ 4240 - € 6882 gross per month based on 36 hours)
• The salary is tailored to your qualities and experience
• 24-27 vacation days depending on contract 
• Pension scheme 
• 13th month salary 
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 
• 8% Holiday payment 
• Personal growth and challenging work with endless possibilities 
• An informal working environment with innovative colleagues 
• Work Agile, so new ideas come to life faster 
• Hybrid working location, with the office located in Amsterdam

Interested?

Apply directly online. Send your CV and motivation. We look forward to your application.

Procedure and closing date

The closing date for this vacancy is March 9, 2025. After this date, we will carefully consider applications and make a selection. Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interview. 

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to work.

More information?

If you have any questions about the position of Customer Journey Expert within the ACNL area, please contact Robert Slot, Product Lead and and hiring manager, for specific questions.

Ready to apply?

Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meet you!