Customer Journey Expert

Do you get excited about understanding why customers behave the way they do, and translating those insights into better digital journeys? Within our tribe there is a place available for an ambitious Customer Journey Expert with a strong behavioural acumen within the product team 'Daily Banking, Sales & Engagement'. This team, consisting of online marketers, data analysts and product specialists, builds digital experiences across Daily Banking propositions that foster the customer relationship, strengthen engagement, support healthy financial habits and contribute to digital growth.

As our new Customer Journey Expert it’s your goal to drive meaningful customer interactions that are of high value to the customer and business. You will identify behavioural motivations and barriers in customer journeys, formulate hypotheses, design experiments and translate learnings into scalable improvements across owned digital channels. On a daily basis, you will look at funnel performance, customer behaviour and qualitative signals to understand what motivates customers, where they drop off and what’s the next-best-action (i.e. easier, clearer, personal). You combine a strong understanding of human decision-making with a good grasp of the digital and technical landscape, enabling you to connect customer needs, business goals and technology possibilities. You know how to navigate a complex stakeholder field and work effectively with product, data, marketing, UX, tech, risk and compliance colleagues to bring improvements from idea to implementation. You are curious about human decision-making, know how to turn insights into practical solutions (ranging from communication to design) and get energy from creating digital experiences that drive both customer value and business impact.

Knowledge and experience

• You have at least 6+ years of experience in behavioural science, behavioural marketing, consumer psychology, digital experimentation, UX research or a closely related field
• You are experienced in setting up A/B and multivariate tests and can translate behavioural hypotheses into measurable experiments
• You are comfortable working with analytics and research insights to uncover behavioural patterns, customer needs, pain points and opportunities for improvement
• You know how to use owned media to trigger relevant customer behaviour and improve engagement, adoption and conversion
• You have experience developing engaging content, messages or nudges that are clear, relevant, inclusive and customer-centric
• You have experience using tools within the martech stack and understand how digital channels, data, front-end capabilities and back-end dependencies come together to create scalable customer experiences
• You are confident in navigating a complex stakeholder field and can align product, data, marketing, UX, tech, risk and compliance stakeholders around shared customer and business outcomes
• You are a self-starter with a curious mindset and the ability to turn complex customer behaviour into simple, actionable recommendations
• Excellent command of the Dutch language (native speaker) and English (fluent)
• You have an academic working and thinking level

Who are we?

ING is the most mobile bank in the Netherlands and we want to stay that way! Our Digital Sales & Data area focusses entirely on the use and further development of all digital interactions with our 8.1 million customers. Our goal: to provide every customer and prospect the right content, product, and service at the right time.

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. 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

• Excited to start work with us? Click apply!
• Let us know why you are who we are looking for: how do you use your experience to make ING even better? And don't forget to send your resume as well.