Customer Journey Expert / Orchestration Decisioning Strategist

Who are we

At ING, our ambition is to become Europe’s leading mobile bank. Within the Tribe Growth, we use data and customer insights to continuously improve our services and align them with what customers truly need. We make ING increasingly customer-centric and ensure that data plays a central role in our decisions and strategies. Our goal: to provide every customer and prospect the right content, product, and service at the right time. At ING we are promoting diversity and want to make our teams as a reflect of our world. Even if your profile doesn't match the job description 100%. If you recognize yourself, don't hesitate to apply.

The Orchestration Team develops and maintains the next‑best‑action and channel orchestration models for Private Individuals and Private Banking. Our mission is to activate customers with the best suitable proposition via the most appropriate channel (Outbound, App, and Website), while safeguarding the quality, relevance, and responsibility of the insights we show to customers.

Who are we looking for

We are seeking a highly motivated and experienced Customer Journey Expert with a passion for decisioning and orchestration to accelerate personalization, engagement, and conversion across ING’s digital and outbound channels. The ideal candidate combines strong understanding of business combined with sharp analytical thinking, understands how propensity and eligibility models inform journeys, and knows how to translate insight into timely, contextual next actions - respecting contact policies, consent, and customer preferences.

Do you get energized by building next‑best‑action strategies, defining orchestration logic and rules, and ensuring customers receive the right message at the right moment through the right channel? Do you enjoy partnering with data scientists, marketers, and product teams to turn models and insights into measurable impact? Are you passionate about incrementality, uplift, and continuous experimentation to improve decision quality? You will define decision frameworks, guard data and model inputs, and optimize performance across ING’s channels (Outbound, App, Website). You will ensure every initiative is backed by data, and measurable customer impact.

Knowledge and experience

• You have at least 3 years of experience in growth marketing, CRO, digital strategy or performance marketing
• Strong grasp of next‑best‑action frameworks, digital funnels, UX principles, and behavioral insights
• Comfortable with analytics tooling (e.g., SQL, dashboards) and interpreting model outputs; ability to simplify complexity and drive evidence‑based decisions
• You can simplify complexity, influence stakeholders and drive decisions with evidence
• Experience collaborating with data science (e.g., propensity, churn, eligibility, CLTV) and translating models into operational decisioning
• Hands‑on with experimentation (A/B, MAB, uplift), measurement (incrementality), and analytics (e.g., web/app, funnel, cohort)
• Experience with decisioning/orchestration or personalization platforms
• Familiarity with GenAI concepts and practical use in content decisioning, experimentation, and journey optimization
• Strong external market orientation, with awareness of industry trends and best practices, and ability to translate them into actionable growth opportunities
• Proven ability to design and implement strategies that increase Customer Lifetime Value (CLTV) through segmentation and personalized engagement
• You are a self‑starter, collaborative, and eager to learn
• Fluent in English; Dutch is a plus.

High performance principles that we adhere to

• We are self-starters with a can-do mentality
• We are entrepreneurs
• We love to make impact (not just effort)
• We inspire and help each other
• We are curious
• We dare to make mistakes

Rewards and benefits

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 at https://careers.ing.com/en/benefits-NL

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-28 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

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

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 invest your talents than at ING. Join us and apply today!