Customer Journey Expert - Conversion Manager for Digital Private Individual Onboarding

Ready for Your Next Challenge? Join Us as a Customer Journey Expert - Conversion Manager for Digital Private Individual Onboarding!

Job Level: 16
Team: Daily banking - Private Individual Onboarding

Why This Role Is Exciting

• You’ll be the driving force behind maximizing conversion across ING’s digital onboarding flows for private individuals.

• You’ll work at the intersection of data analytics, customer experience, and stakeholder influence.

• You’ll have a direct impact on one of ING’s strategic priorities: seamless, mobile-first onboarding with ambitious conversion KPIs.

• You’ll steer multiple teams and processes to deliver measurable results.

Your Mission

As a Conversion Manager, you will:

• Analyze end-to-end onboarding funnels and identify friction points across complex digital flows.

• Build clear dashboards and KPIs to monitor conversion performance by use case.

• Develop action plans with quantified impact (conversion uplift estimates) and prioritize initiatives.

• Steer stakeholders assertively across business, IT, and compliance to implement improvements.

• Communicate insights and recommendations in a structured, clear, and impactful way.

• Drive a data-driven culture focused on continuous optimization and measurable results.

What We’re Looking For

Must-Haves

• Strong expertise in conversion rate optimization (CRO) and funnel analysis.

• Advanced data analytics skills and ability to create actionable dashboards (Power BI, Tableau, etc.).

• Understanding of IT complexities to deepdive in “behind the scene” front-end & back-end interactions

• Experience with A/B testing and experimentation frameworks.

• Ability to structure complex flows and synthesize insights for decision-making.

• Excellent stakeholder management and influencing skills – assertive, persuasive, and collaborative.

• Strong communication skills: ability to translate data into clear business recommendations.

• Familiarity with digital banking processes (KYC, AML, product opening) and regulatory constraints.

Nice-to-Haves

• Experience with Adobe Analytics, tagging strategies, and measurement plans.

• Knowledge of UX principles and ability to collaborate with design teams.

• Familiarity with ING’s IT landscape and back-office systems.

• Exposure to machine learning or personalization techniques for conversion optimization.

What’s In It for You

• Be part of a strategic transformation in digital banking.

• Work in a fast-paced, innovative environment with ambitious KPIs.

• Grow your skills in data, tech, and stakeholder leadership.

• Make a tangible impact on ING’s growth strategy.

👉 Curious? Motivated? Ready to make things happen? Apply now and help us maximize conversion across ING’s Digital Private Individual Onboarding journeys!