Customer Journey Expert Home

NN Group; Brussel Hoofdstad; Hybride; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

group and hospitalization insurance

meal and eco-vouchers

20 holiday days and 12 days recovery

Résumé du poste

NN Group, based in Belgium, seeks a Customer Journey Expert Home to shape the online sales path for home insurance within ING’s digital ecosystem. You’ll blend strategy, customer experience, and data analytics to boost online sales and satisfaction.

Work closely with ING’s Digital Sales teams and NN Product teams to define priorities, translate business needs into user stories, and drive end-to-end digital initiatives.

Qualifications

• Master’s degree and 5+ years of experience in a digital, sales, or customer journey role
• Strong knowledge of home insurance and digital analytics
• Excellent communication in English; French and/or Dutch a plus

Responsabilités

• Driving online sales: Build and execute a complete action plan for home insurance online sales
• Designing and prioritizing the digital roadmap: Define priorities and a roadmap covering campaigns, contact strategy, retargeting & lead management
• Boosting traffic, engagement, and conversion: Initiate actions to increase traffic and optimize the end-to-end customer journey
• Understanding the market: Conduct competitive analyses focused on digital home insurance
• Ensuring cross selling success: Develop cross selling strategies between ING banking products and home insurance
• Managing performance and visibility: Evaluate ING’s digital positioning and propose improvements
• Improving customer satisfaction: Implement initiatives to improve the Net Promoter Score of digital customers
• Develop contact strategies tailored to key life moments of customers
• Able to manage end-to-end projects and multiple stakeholders
• Passionate about innovation, digital trends, and continuous learning

Connaissances

Digital mindset

Design thinking

Agile

Analytics

Stakeholder management

English fluency

French/Dutch knowledge

End-to-end project mgmt

Formation

Master’s degree in digital, sales or related field

5+ years in a similar digital, sales, or customer journey role

Outils

Google Analytics

Adobe Analytics

Description du poste

NN and ING have set up a joint insurance project team called “One Orange Team,” with the goal of becoming Belgium’s fastest-growing digital insurance brand. The One Orange Team covers Non-Life insurance solutions, Life insurance solutions, and Investment solutions.

Although most members of the One Orange Team are part of the NN family and spirit, the team is physically located at ING’s offices and works closely with ING’s Insurance and Investment Tribes.

What does your job as a Customer Journey Expert Home look like?

As a Customer Journey Expert Home, you shape the entire digital sales journey for NN’s home insurance products within ING’s digital ecosystem. Your role combines strategy, customer experience, data analysis, and digital innovation to boost online sales and enhance customer satisfaction.

You turn insights into action, create seamless customer flows, and continuously improve the digital performance of home insurance products. You work closely with ING’s Digital Sales teams and NN Product teams to align strategy, prioritize opportunities, and maximize impact. If you’re eager to revolutionize the world of insurance, this is the perfect job for you!

Your key responsibilities are:

Driving online sales

• Build and execute a complete action plan for home insurance online sales
• Develop segmentation and personalization strategies
• Continuously improve the digital sales funnel to maximize conversion

Designing and prioritizing the digital roadmap

• Define priorities and deliver a roadmap covering campaigns, contact strategy, retargeting & lead management
• Prioritize high value IT developments
• Translate business needs into business requirements, user stories, and test plans

Boosting traffic, engagement, and conversion

• Initiate and validate actions to increase traffic, improve conversion, and optimize the end to end customer journey
• Support product improvements and new value propositions
• Identify opportunities for commercial growth through digital journeys

Understanding the market

• Conduct competitive and market analyses focused on digital home insurance
• Identify trends and translate them into actionable opportunities

Ensuring cross selling success

• Develop smart cross selling strategies between ING banking products and home insurance

Managing performance and visibility

• Continuously evaluate ING’s digital positioning against competitors
• Propose improvements to strengthen digital visibility and customer acquisition

Improving customer satisfaction

• Implement initiatives to improve the Net Promoter Score (NPS) of digital customers
• Develop contact strategies tailored to each key life moment of the customer

This is how you fit perfectly into our team

• Master’s degree and 5+ years of experience in a similar digital, sales, or customer journey role
• Knowledge of home insurance is required (fire and family insurance)
• Strong digital mindset; skilled in design thinking, agile, and analytics (e.g., Google Analytics or Adobe Analytics)
• Excellent communication skills in English with a good knowledge of French and/or Dutch
• Able to manage end to end projects and multiple stakeholders
• Passionate about innovation, digital trends, and continuous learning
• Customer centric, collaborative, and results oriented
• Training or experience in digital communication is a plus
• Able to cope with fast-changing priorities
• A competitive mindset

Who are we looking for?

NN is looking for people who give their best, come up with fresh ideas and are willing to take the initiative. People who can live by our values: care, clear and commit. We believe in an open and inclusive culture, where everyone feels welcome, valued and respected. So be yourself above all!

What you get with NN

Your attractive salary package is supplemented by some attractive fringe benefits such as:

• group and hospitalization insurance
• meal and eco-vouchers
• 20 holiday days and 12 days recovery time

To discover your talents, develop them further and build on your career, you will receive:

• a diverse range of training courses
• a comprehensive onboarding
• workshops, coaching & well-being services
• opportunities for internal mobility

At NN, we know how important it is to have a good work-life balance. That’s why we offer a flexible home working policy. To give your creativity an extra boost, you can, of course, always visit our new working environment in the bustling Brussels, easily accessible by public transport.

Do you see yourself working as a Customer Journey Expert Home?

You are more than welcome!