Customer Journey Expert Protection

ING is looking for a professional to join the Squad Protection, within the Tribe Mortgages, Protection & Distribution Channels.
The ideal candidate has strong insurance/bancassurance expertise, a commercially driven mindset, and solid business analysis skills (process review, data interpretation, analyzing business needs and defining functional requirements).

Key Responsibilities

• Support insurance governance, compliance, and Non‑Financial Risk activities, ensuring alignment with policies and regulatory requirements.

• Manage Product Oversight Governance (POG) obligations and contribute to new product approval processes, collaborating with Partner Companies.

• Work on commercial initiatives (campaigns, incentives, digital content) to strengthen customer engagement and sales performance.

• Analyze processes, data, and business needs, translating them into clear functional requirements and supporting backlog management.

• Monitor regulatory updates (IVASS, ANIA, EIOPA, etc.) and assess their impact on insurance distribution.

• Improve customer‑facing insurance content, ensuring clarity and usability across digital touchpoints.

• Develop and update training and operational materials in collaboration with internal teams and partners.

• Actively participate in Agile ceremonies and cross‑functional activities, promoting continuous improvement

Competencies

• Good understanding of the insurance and bancassurance market, including key competitors and regulatory aspects, with the ability to interact confidently with internal teams and external partners.

• Experience in process design and product development, with an end‑to‑end perspective.

• Exposure to IT projects and ability to collaborate effectively with cross‑functional areas (Legal, Compliance, Transparency, Privacy, Finance, etc.).

• Comfortable working with numbers and data, with some experience in monitoring business performance.

• Proficient in standard business applications and digital productivity tools.

• Proactive and collaborative, able to contribute ideas and support continuous improvement.

• Fluent in English.

• Nice to have: experience delivering product‑focused training to RUI‑registered intermediaries, either in person or via webinars.

Soft Skills

• Clear and effective communication skills, with the ability to create concise and well‑structured presentations.

• Customer‑focused mindset and interest in commercial drivers.

• Problem‑solving attitude supported by good judgement.

• Analytical, organized and methodical approach to tasks.

• Ability to see the broader picture while managing operational details.

• Initiative and a hands‑on attitude.

• Team‑oriented and comfortable working in cross‑functional 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.

If you suspect suspicious activity, report it immediately. Your safety matters to us.