Conversion Rate Optimization Expert | Acquisition @ING Bank

Job description

Mission Ready to turn more visitors into customers? At ING, we believe sustainable growth comes from continuously improving the customer journey. We're looking for a data-driven Conversion Rate Optimization Manager who can identify friction points, design experiments and optimize customer experiences across web and app journeys to maximize conversion and acquisition performance. You will own the experimentation program, driving A/B testing and personalization initiatives across ING's key digital journeys while partnering closely with Product Owners, Analytics, UX, Development and Performance teams. About the team You will be part of the Acquisition & Growth ecosystem, working closely with: Product Owners (website and app); Performance Specialists & Performance Lead; Analytics & Data teams; UX/UI Designers; Customer Research teams; Developers; Martech specialists; CRM & Customer Engagement teams; We operate with a growth mindset focused on: Customer-centric experiences; Continuous experimentation; Data-driven decision making; Conversion optimization; Business impact and measurable growth; Your day to day Experimentation Strategy & CRO Ownership Own ING's experimentation and conversion optimization roadmap; Translate business objectives into test hypotheses and optimization initiatives; Establish a structured, KPI-driven testing framework; Prioritize opportunities based on impact, effort and business value; Build a culture of experimentation across product and growth teams; A/B Testing & Multivariate Testing Design, implement and manage A/B, split URL and multivariate tests; Develop hypothesis-driven experiments based on data and customer insights; Ensure statistical validity and confidence of test results; Analyze outcomes and drive implementation of winning variants; Scale successful experiments across journeys and channels; Funnel Analysis & Conversion Optimization Analyze end-to-end digital customer journeys; Identify friction points, drop-offs and opportunity areas; Optimize landing pages, product pages, forms, onboarding funnels and digital sales journeys; Recommend UX, content, messaging and design improvements; Partner with Product and UX teams to implement improvements; Personalization & Customer Experience Drive personalization initiatives based on customer behavior and segmentation; Collaborate with CRM and Martech teams to deliver targeted experiences Define audience strategies and testing segments; Improve relevance across acquisition and onboarding journeys; Analytics & Insights Monitor customer behavior using quantitative and qualitative research methods; Analyze heatmaps, session recordings, click-stream data, customer feedback and survey results; Build dashboards and conversion reporting frameworks; Clearly communicate insights and recommendations to stakeholders; Stakeholder Management Partner with Product Owners, UX Designers, Developers, Analytics teams and business stakeholders; Translate technical findings into business recommendations; Influence prioritization based on data and experimentation results; Foster adoption of experimentation best practices across teams; What you bring to the team Experience Minimum 5 years of experience in Conversion Rate Optimization, Experimentation, Digital Analytics, Growth, Product Optimization or Customer Journey Optimization; Proven experience running experimentation programs at scale; Strong understanding of customer behavior and digital acquisition funnels; Demonstrated success in improving conversion rates and digital sales outcomes; Experimentation & CRO Expertise Hands-on experience with A/B testing and experimentation platforms such as: Optimizely, Convert, VWO (Visual Website Optimizer), AB Tasty, Dynamic Yield, Kameleoon, Adobe Target, SiteSpect, LaunchDarkly (experiment capabilities), GrowthBook and Statsig. Strong understanding of: A/B Testing, Multivariate Testing (MVT), Split URL Testing, Personalization, Experiment Design, Statistical Significance, Confidence Intervals, Sample Size Calculations and Incrementality Measurement; Analytics & Data Strong experience with digital analytics platforms including: Google Analytics 4 (GA4), Adobe Analytics, Amplitude, Mixpanel, Contentsquare, Quantum Metri, Heap, Piwik PRO and Firebase Analytics. Ability to: Build conversion funnels; Analyze customer journeys; Segment user behavior; Identify optimization opportunities; Connect experimentation outcomes to business KPIs; Research & Customer Insights Experience leveraging: Hotjar, Microsoft Clarity, FullStory, Mouseflow, UserTesting, Qualtrics and Medallia to understand user behavior and support hypothesis generation. Technical Understanding Understanding of web technologies (HTML, CSS, JavaScript) sufficient to collaborate with development teams; Familiarity with tagging and tracking concepts; Understanding of data layers and implementation requirements; Experience working within agile product teams; Ways of Working Strong analytical mindset; Naturally curious and hypothesis-driven; Data-led decision maker; Collaborative and influential communicator; Comfortable challenging assumptions through experimentation; What we offer Impactful work in a fun, inclusive and highly collaborative environment; Modern, open office spaces built for teamwork and creative work; Hybrid working model with flexibility baked in; Monthly benefit budget you can use your way; Extra paid vacation days based on total work experience; Continuous learning opportunities through ING Learning Centre, Udemy, Bookster, trainings and certifications; Internal mobility across ING worldwide, including short- and long-term international assignments; Opportunities to contribute to sustainability and CSR initiatives; Job Application Safety Reminder We’re seeing an increase in fraudulent job offers. To protect yourself, please: Apply only via official ING platforms . ING uses Workday as its recruitment system. Verify the sender’s email — it should only come from @ing.com or @myworkday.com . Know that ING will never request payments or banking details during the recruitment process. How to apply Click “Apply” on our careers site and submit your application through Workday . We’re excited to meet you! Discover ING Bank Romania ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large. To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses. ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 2 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking. Join us!