Lead Customer Relationship - Tribe Growth

At ING, our ambition is to become Europe’s leading mobile bank. Within Tribe Growth, we use data and customer insights to continuously improve our services and align them with what customers truly need from a holistic perspective. We make ING increasingly customer-centric and ensure that data plays a central role in our decisions and strategies. To support this, we are launching a new Customer Relationship team focused on strengthening customer engagement and maximizing lifetime value through data-driven strategies.

Your work enviroment
The Customer Relationship team within Tribe Growth will play a central role in shaping how ING understands and serves its customers. The team will deliver market and customer research, insights (including NPS), and analytical models that empower product tribes to act on customer needs across the entire lifecycle - not just at the product level, but holistically.

The team will focus on three key areas:

• Customer Lifetime Value & Churn:Providing data and customer insights that enable product tribes to design, execute and refine our product strategies and marketing activities to boost customer engagement and retention
• Customer Insights:Translating quantitative and qualitative research outcomes (including NPS) and customer journey data into actionable insights
• Model Design & Lead Generation:Building, maintaining and improving data models that collect, analyse and interpret data at both customer and product levels. All with the goal of fueling the organization with insights and lead-generation opportunities to respond to evolving customer needs across the lifecycle.

You will lead this multidisciplinary team, working closely with Customer Journey Experts, Data Analysts, Data Scientists, Product Leads and other Tribes to ensure strategic alignment and delivery.

Your role and responsibilities
We’re looking for an inspiring and pragmatic leader who combines strategic thinking with a collaborative approach, that can build and guide this new team. You’ll be responsible for setting the strategic direction, coaching team members, and ensuring the delivery of impactful insights and models that strengthen customer relationships, engagement and digital sales.  

• Lead with purpose, creating clarity and focus across diverse workstreams
• Connect the dots between customer data, product strategy, and business outcomes
• Coach and empower a team of data analysts, data scientists and customer journey experts to deliver their best work
• Translate insights into action, enabling product tribes to improve engagement and retention
• Oversee model development, including Propensity to buy, Next Best Action, Churn Forecasting, Customer Lifetime Value and Hidden Affluent
• Foster collaboration and inclusivity, ensuring alignment across tribes and functions

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.

• Experience in leading and collaborating with cross-functional teamsin analytics, customer strategy, or data science
• Strong understanding of customer lifecycle management and engagement strategies
• Experience with predictive modeling and lead generation techniques
• Ability to translate complex data into clear strategic and actionable recommendations
• Excellent stakeholder management and communication skills
• Hands-on experience with data (e.g., SQL, Python, dashboarding tools) is a plus
• Experience in the financial sector is a plus

Diverse perspectives fuel innovation and growth. Even if you don’t meet every requirement, your unique skills could make a difference. If you bring a fresh perspective, we want to hear from you. Together, we create better solutions for our customers.

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. Find out more about our employment conditions.

The benefits of working with us at ING include: 

• A competitive salary aligned with your skills and experience 

• 25-28 vacation days depending on your contract 

• Pension scheme

• 13th month salary and 8% holiday allowance 

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 

• Flexible working hours and hybrid working options 

• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends. 

• Personal growth and challenging work with endless possibilities 

• An informal working environment with a diverse group of innovative colleagues 

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you. 

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.