Digital-First Customer Journey Architect

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

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.