Customer Journey Expert – Tribe Investments

Customer Journey Expert III or IV depending on experience

Tribe Investments

50% work from home

Hiring Manager: Daphné Van Holder

Recruiter: Turan Ozkan

One of your future colleagues: Leen Elisabeth, Maritza Jonckheere

You are obsessed by customer satisfaction and commercial excellence. You want to shape the best value proposition for our affluent customers and to support our bankers in their realisations. You want to practice your project management skills on exciting assignments. Please read carefully the following Job description.

Key Responsibilities:

• Develop an affluent NPS roadmap from scratch—grounded in data—and execute the prioritized initiatives to deliver a superior customer experience and win the affluent segment
• Lead multiple projects end‑to‑end, from scoping to delivery.
• Build clear project plans with defined timelines, objectives, and resource needs.
• Partner with cross‑functional teams to align projects and customer journeys with business and sales goals.
• Track progress, assess risks, and implement corrective actions.
• Use customer feedback and analytics to identify improvements and growth opportunities.
• Communicate key updates, insights, and results to stakeholders and senior leadership.
• Ensure on‑time, on‑budget delivery with strong quality standards.
• Design and optimize customer journeys to boost satisfaction, loyalty, and sales conversion.
• Map and refine touchpoints, pain points, and opportunities.
• Support change management to drive adoption of new banking and customer‑centric initiatives.
• Foster a collaborative and positive team environment.

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.

We are looking for a candidate having :

• Master’s degree in Business, Finance, Marketing, Management, or a related field.
• Multidisciplinary profile with good knowledge of ING organisation, banking products and processes
• Ability to craft compelling narratives and deliver high‑impact PowerPoint presentations.
• Proven experience as a Project Manager / Customer Journey Expert, with a focus on commercial projects and change management.
• Strong understanding of customer experience principles, banking operations, regulations, and compliance requirements.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong problem-solving and decision-making abilities.

As a Customer Journey you will have the opportunity to:

• Growth personally & perform challenging work with endless opportunities to realize your ambitions.
• Work in an informal, dynamic environment with innovative colleagues supporting your endeavours.
• Participate in courses and trainings within the analytical domain.
• Work in an environment that stimulates continuous learning and improvement, and the possibility to experience over time multiple different aspects within data analytics.

The team

For this position you will join as an experienced Customer Journey Expert in the Investments tribe. You will become member of a multidisciplinary team of 15 professionals. The main mission of the team is Business Development focusing on value proposition enhancement, facilitating commercial steering and support to bankers.