Customer Journey Expert – Business Insurance

ING; Amsterdam; On-site; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Vacation days 25-28

Pension

13th month salary

Holiday pay 8%

Hybrid working

Professional growth

Informal environment

Job summary

ING is seeking a Customer Journey Expert for Business Insurance in Amsterdam. You will own end-to-end customer journeys across the full lifecycle, from orientation and application to servicing and renewal, coordinating with IT, UX, Risk, Compliance and commercial teams to create digital-first journeys for entrepreneurs.

You will balance customer needs with commercial impact and regulatory requirements, leveraging insights and experimentation to drive measurable business growth.

Qualifications

• Academic thinking level enabling navigation of complex business challenges.
• Experience in customer journey optimisation and/or product management with focus on value and outcomes.
• Strong analytical skills and ability to translate insights into actionable recommendations.
• Experience working in regulated environments balancing customer interests, business goals and compliance.
• Affinity with IT, digital platforms, agile methods, APIs and analytics.
• Strong stakeholder management and communication skills across disciplines.
• Proactive, hands-on and outcome-driven mindset with measurable impact.
• Innovative view on future of insurance and digital customer experiences.

Responsibilities

• Own, design and optimise end-to-end customer journeys across digital and assisted channels.
• Analyse funnel data, dashboards, web analytics and customer feedback to identify opportunities.
• Translate customer needs and business objectives into clear requirements and journey enhancements.
• Identify and eliminate customer frictions, drop-off points and conversion barriers.
• Collaborate with IT, UX, Risk, Compliance and commercial stakeholders in an agile environment.
• Balance customer experience with commercial objectives and regulatory requirements.
• Contribute to roadmap priorities focused on traffic, conversion and growth.
• Challenge existing solutions and explore innovative alternatives within regulatory boundaries.
• Drive alignment with external insurance partners and support digital transformation for entrepreneurs.

Skills

Customer journey optimization

Product management

Data analytics

Stakeholder management

Agile ways of working

Education

Academic thinking level

Tools

APIs

Analytics platforms

Digital platforms

Job description

There has never been a more exciting time to work at ING. We are on a journey that puts our customers at the centre, powered by technology and driven by smart, determined people.

The team

Within Business Insurance, we are accelerating our shift towards digitally-led, customer-centric insurance journeys for entrepreneurs. As part of ING Consumer Loans & Insurance, we are building scalable, compliant and conversion-driven journeys that support business continuity and growth.

Our ambition is to support entrepreneurs digitally first, while offering guidance or advice whenever needed, turning insurance coverage into peace of mind and business continuity.

To help us take the next step, we are looking for an innovative and proactive Customer Journey Expert.

As a Customer Journey Expert Business Insurance, you will be part of ING Consumer Loans & Insurance, working in a multidisciplinary environment focused on improving business insurance journeys for entrepreneurs.

You will own and improve end-to-end customer journeys across the full customer lifecycle, from orientation and application to servicing and renewal. Working closely with IT, UX, Risk, Compliance, commercial teams and external insurance partners, you will help shape the future of business insurance by creating simple, digital-first experiences that balance customer needs, commercial impact and regulatory requirements.

Roles and responsibilities
In this role, you will drive customer journey and proposition improvements by combining customer insights, data and experimentation to create measurable business impact.

• Own, design and optimise end-to-end customer journeys and propositions across digital and assisted channels.
• Analyse funnel data, dashboards, web analytics and customer feedback to identify opportunities and validate improvements.
• Translate customer needs and business objectives into clear requirements and journey enhancements.
• Identify and eliminate customer frictions, drop-off points and conversion barriers.
• Collaborate with IT, UX designers, Risk, Compliance and commercial stakeholders in an agile environment.
• Balance customer experience, commercial objectives and regulatory requirements in all improvements.
• Contribute to roadmap priorities focused on traffic effectiveness, conversion optimisation, proposition development and growth.
• Challenge existing solutions and actively explore innovative alternatives within regulatory boundaries.
• Drive alignment and optimisation with external insurance partners.
• Support the transformation from traditional intermediary insurance processes towards simple, reassuring digital journeys for entrepreneurs.
  

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.

To be successful in this role, you bring:

• Academic working and thinking level, enabling you to navigate complex business challenges.
• Experience in customer journey optimisation and/or product management, with a proven focus on customer value and business outcomes.
• Strong analytical skills and the ability to translate complex insights into clear and actionable recommendations.
• Experience working in complex and regulated environments where customer interests, business goals and compliance requirements must be balanced.
• Affinity with IT, digital platforms, agile ways of working, APIs and analytics.
• Strong stakeholder management and communication skills, allowing you to build alignment across multiple disciplines.
• A proactive, hands-on and outcome-driven mindset focused on delivering measurable impact.
• An innovative perspective on the future of insurance and digital customer experiences.
• A collaborative approach and a strong contribution to a positive team culture.
• Fluency in both English and Dutch.

Knowledge of insurance products, underwriting, servicing and claims is considered an advantage but is not required.

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:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• 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?
Please visit our Frequently Asked Questions section to find some answers on questions you might have.