Customer Journey Expert Acquisition & Value Propositions

ING; Amsterdam; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Salary tailored to experience

40-hour workweek

25–28 vacation days

Pension scheme

13th month salary

3.5% IS Savings Contribution

8% holiday allowance

Growth opportunities

Hybrid work environment

Job summary

ING is seeking a Customer Journey Expert Acquisition & Value Propositions in Amsterdam to drive onboarding, activation and early value for Private Individuals segments. You’ll translate customer insights into practical improvements across journeys and campaigns, working with Daily Banking, Marketing, Channels, Data and Operations.

You’ll lead data-driven experiments, optimise campaigns and provide stakeholder-ready recommendations to grow New2Bank inflow and conversions.

Qualifications

• Bachelor’s or Master’s degree in customer journey management, marketing, proposition development, digital sales or product optimisation.
• Strong analytical skills and ability to translate data into practical improvements.
• Customer-focused and commercially driven with a passion for seamless experiences.
• Ability to structure work, manage dependencies and deliver clear actions.

Responsibilities

• Analyse customer behaviour, market developments and journey performance to identify opportunities for acquisition and PMC conversion.
• Translate insights into concrete onboarding, activation and value propositions by segment.
• Design, coordinate and optimise campaigns that support New2Bank inflow and early activation.
• Set up experiments, monitor performance and learnings to improve conversion and engagement.
• Prepare clear recommendations for stakeholders based on data and priorities.
• Contribute to KPI delivery including inflow, segment growth and conversion to PMC.

Skills

Analytical skills

Customer journey management

Data-driven decision making

English and Dutch fluency

Education

Bachelor’s or Master’s degree in relevant field

Job description

Customer Journey Expert Acquisition & Value Propositions

Product Family Daily Banking NL | Private Individuals ING NL | Tribe Daily Banking NL | GJA 16 | Amsterdam | Fulltime

Do you get energy from improving customer journeys, developing relevant value propositions and translating insights into measurable customer and commercial impact? ING is looking for a proactive and analytical Customer Journey Expert Acquisition & Value Propositions to strengthen the team within Product Family Daily Banking NL.

Your role and impact

As Customer Journey Expert Acquisition & Value Propositions, you work on initiatives that help ING attract new customers and convert them into Primary Mobile Customers. You translate customer insights, data and business priorities into concrete improvements in customer journeys, propositions and campaigns for key Private Individuals segments, including Youth, Gen Z, Couples, Expats and Affluent customers.

You work closely with colleagues in Daily Banking, Marketing, Channels, Data and Operations to design, test and optimise customer journeys and communications. Your focus is on improving inflow, activation and early customer value through data-driven experimentation and practical execution.

Your responsibilities

• Analyse customer behaviour, market developments and journey performance to identify opportunities for acquisition and PMC conversion.
• Translate insights into concrete improvements for onboarding, activation and segment-specific value propositions.
• Design, coordinate and optimise campaigns that support New2Bank inflow and early customer activation.
• Set up experiments, monitor performance and use learnings to improve conversion, engagement and customer experience.
• Prepare clear recommendations and updates for stakeholders based on data, customer feedback and business priorities.
• Contribute to KPI delivery, including New2Bank inflow, segment growth and conversion to PMC.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. You:

• Have a bachelor’s or master’s degree and relevant experience in customer journey management, marketing, proposition development, digital sales or product optimisation.
• Have strong analytical skills and can translate data and customer insights into practical improvements.
• Are customer-focused and commercially driven, with a passion for creating relevant and seamless customer experiences.
• Can structure work, manage dependencies and turn ideas into clear actions and deliverables.
• Enjoy working in a multidisciplinary team and collaborate effectively with colleagues from product, marketing, data, operations and channels.
• Have affinity with campaigns, digital journeys and experimentation, including A/B testing and performance optimisation.
• Communicate clearly and can translate insights into a compelling story for stakeholders.
• Are fluent in English and Dutch.
• Take ownership, are eager to learn and bring energy to make things happen.
• Demonstrate self-awareness, use feedback and reflection, and are able to adjust behaviour where needed.

It goes without saying that you are an example of our Orange Code: you take it on and make it happen, you help others to be successful and you are always a step ahead.

About Product Family Daily Banking NL

Area Customer Growth & Engagement is part of Product Family Daily Banking NL. At ING Netherlands, we aim to be the Netherlands’ #1 bank while directing our growth towards building a sustainable future. Within Daily Banking NL, we create attractive value propositions for all customer segments, attract New2Bank customers, build and strengthen customer relationships, and retain customers by selling and servicing Daily Banking products, including current accounts and packages, savings accounts and credit cards, for more than 8 million ING NL customers.

We pursue this ambition through our growth drivers: commercial growth, outstanding customer experience, and financial health & inclusion — all while keeping our basics in order.

Rewards & benefits

We want to make sure that it is 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 indication tailored to your qualities and experience.
• A 40-hour workweek.
• 25–28 vacation days, depending on your contract hours.
• An attractive pension scheme.
• A 13th month salary.
• An Individual Savings Contribution of 3.5% of your gross annual salary.
• 8% holiday allowance.
• Personal growth and challenging work with endless possibilities.
• An informal working environment with innovative colleagues.
• Hybrid working, combining working from home for focus with working at the office for collaboration and co-creation.

Procedure

Multiple interview steps with various business stakeholders are part of the selection process.