Customer Journey Expert for Digital Aftersales within the Investments Tribe

Job description

Do you get energized by creating customer experiences that truly make a difference? Are you passionate about combining customer insights, digital innovation, and commercial growth? As a Customer Journey Expert within the Investments Tribe, you'll play a pivotal role in helping more customers achieve their investment ambitions while shaping the future of ING's investment proposition. Working in a multidisciplinary team, you'll turn customer needs into seamless digital experiences that drive engagement, loyalty, and growth. About the team You will join the Investments tribe as an experienced Customer Journey Expert and become part of a multidisciplinary team. The team’s mission is to drive business development, with a strong focus on optimizing and growing the aftersales journey of our investor base. Your new role We are looking for a motivated Customer Journey Expert to join our Digital Aftersales team, where you will play a key role in strengthening and growing ING’s investments franchise. You will focus on optimizing customer journeys and developing value propositions for our affluent investors, driving engagement, satisfaction, and commercial growth. Your key responsibilities As a Customer Journey Expert, you will: Continuously improve investment customer journeys, leveraging customer activation, cross-sell, and upsell opportunities Further develop the value proposition of our affluent segment Support change management and drive commercial success for new product improvements and features Contribute to overall sales targets by growing the number of active investors and strengthening our investment franchise Design and implement actions to reduce churn within our existing investor base, using predictive models and churn signals Develop initiatives to improve NPS and overall customer satisfaction among investors Use customer and digital analytics to identify improvement areas and growth opportunities Create compelling, engaging, and compliant investment-related content Collaborate closely with digital sales teams to define and execute effective go-to-market strategies Act as a subject-matter expert on investment product positioning and contribute to cross-tribe change initiatives Implement strategies to improve lead generation, increase ING’s visibility as a reference in investments, and accelerate franchise growth How to succeed in this role At ING, we hire for potential. We’re looking for someone who stays curious, takes ownership, and keeps learning. In return, we’ll support your growth and help you become an even stronger version of yourself. You bring: Solid knowledge of ING’s investment offering Strong storytelling skills, with the ability to craft clear and impactful communications Proven experience as a Customer Journey Expert and/or Project Manager, preferably in commercial, marketing, or change-driven environments A good understanding of customer experience principles, as well as regulatory and compliance requirements Strong stakeholder management and communication skills Experience with digital and analytics tools such as Adobe Analytics, Bloomreach CMS, and Inspire Interactive 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: An attractive gross salary, depending on your job category and professional experience. Flex Budget 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays Profit Sharing Reimbursement of your train or bus pass Telephone subscription and internet allowance Pension Plan Hybrid working Personal growth and challenging work with endless possibilities An informal working environment with 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 or want to apply directly? Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!