Hybrid: Customer Journey Optimization Specialist

ING; Amsterdam; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

13th month salary

Holiday pay 8%

Vacation days 25-28

Job summary

ING Netherlands seeks a Customer Journey Expert within In-life Marketing & Engagement to strengthen the team and translate insights into activation, cross-sell, and retention campaigns for Daily Banking. You will work with data, marketing, product, and channels to design, test, and optimize always-on journeys and communications.

The role emphasizes analytical problem solving, stakeholder management, and a hands-on, structured approach to improve customer experiences in a complex matrix

Qualifications

• Experience in customer journey management, lifecycle marketing, CRM, and/or digital product optimization.
• Strong analytical skills and ability to turn insights into actions.
• Excellent stakeholder management and collaboration across product, marketing, data, and operations.
• Hands-on and structured, able to turn ambiguity into plans and deliverables.

Responsibilities

• Identify customer needs and friction points in journeys using data and feedback.
• Improve activation and engagement for Daily Banking propositions (current accounts, cards).
• Design and optimize always-on and lifecycle/triggered campaigns based on results and experiments.
• Conduct A/B tests and translate insights into improved conversion and retention.
• Support ING Points loyalty proposition and related communications.

Skills

Customer journey management

Lifecycle marketing

CRM

Data-driven decision making

Stakeholder management

Experimentation

Campaign management

Cross-functional collaboration

Job description

ING Netherlands seeks a Customer Journey Expert within In-life Marketing & Engagement to strengthen the team and translate insights into activation, cross-sell, and retention campaigns for Daily Banking. You will work with data, marketing, product, and channels to design, test, and optimize always-on journeys and communications.

The role emphasizes analytical problem solving, stakeholder management, and a hands-on, structured approach to improve customer experiences in a complex matrix