Customer Journey Expert – Digital Investment Products

Customer Journey Expert – Digital Investment Products

Are you passionate about optimizing digital customer journeys and driving commercial success? Do you thrive in a data-driven environment where experimentation and customer satisfaction are key? Then the role of Customer Journey Expert – Digital Investment Products at ING might be your next challenge!

As a Customer Journey Expert, you will play a pivotal role in enhancing the performance of our digital investment products: Self Invest (Brokerage), Easy Invest, and Pension Investing. You'll work closely with colleagues from Digital Sales and Marketing to develop campaigns, content, and dashboards that acquire, activate, engage, and retain customers, while also identifying key areas within our digital platforms that should be improved to raise customer satisfaction.

You'll be part of the Commercial Success & Customer Happiness team within the Tribe Investments. Our mission is to communicate our digital investment propositions effectively to diverse audiences, acquire and retain customers, and ensure they remain satisfied and engaged throughout their journey with us.

We operate in a dynamic, competitive, and highly regulated environment with ambitious commercial goals. In this role, you'll report to the Product Lead Digital Products and be part of a team focused on delivering measurable impact. You'll also collaborate with colleagues from other disciplines—such as tech, data analytics, digital sales, human sales channels, and risk & compliance—depending on the needs of the initiatives you're driving.

Role and Responsibilities

• Drive commercial performance across digital investment products by steering acquisition, deep-sell, and churn reduction initiatives.
• Develop and execute marketing communication strategies and content tailored to different personas and customer needs.
• Monitor and analyze performance metrics (e.g., CSAT, Cognos, Adobe Analytics) to identify opportunities for improvement.
• Design and run A/B tests and experiments to optimize customer journeys and digital flows.
• Collaborate on campaign development and dashboarding with Digital Sales and Marketing teams.
• Translate customer feedback into actionable insights and incremental improvements.
• Maintain a helicopter view across three distinct investment products, ensuring alignment and synergy in customer experience.

How to Succeed

• Strong skills in commercial steering, performance analysis, CX, customer journey optimization, and marketing communications.
• Experience with analytics tools (e.g., Cognos, Adobe), A/B testing, and experimentation frameworks.
• Passionate about investments and customer-centric design.
• Strategic thinker with a hands-on mentality and a drive to execute.
• Comfortable working with multiple stakeholders and managing diverse product needs.
• Fluent in Dutch and English, with excellent communication skills.

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. The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 25-28 vacation days depending on contract hours
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities

Interested? Apply directly online. Send your CV and motivation letter. We look forward to your application.

Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interviews.