STA - Customer Journey Expert PMC

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

Are you energized by improving customer experiences end-to-end and turning insights into campaigns and product improvements with measurable impact? Daily Banking is looking for a proactive and analytical Customer Journey Expert to temporarily strengthen the In-life Marketing & Engagement team within the Product Family Daily Banking NL.

The team

As a Customer Journey Expert within In-life Marketing & Engagement, you will work on initiatives that help existing customers gain greater value from ING throughout their entire customer lifecycle.

You will translate customer insights, data, and business priorities into improvements in customer journeys and always-on/triggered campaigns that drive activation, cross-sell, and retention, with a particular focus on current accounts, credit card measured through the Primary Mobile Customer (PMC) metric. Additionally, you will work closely with our loyalty proposition, ING Points.

You will collaborate with colleagues across Daily Banking and Channel Experience NL to design, test, and optimize propositions and communications, ensuring a seamless experience across channels and customer touchpoints.

About Product Family Daily Banking NL

Product In-life Marketing & Engagement is part of Product Family Daily Banking NL. At ING Netherlands, our ambition is to be the#1 bank in the Netherlands, while focusing our growth on building a sustainable future.

Within Daily Banking NL, we pursue this ambition through our key growth drivers:

• Commercial growth
• An outstanding customer experience
• Financial health and inclusion

…while ensuring that our core foundations remain strong and reliable.

Roles and responsibilities

Key priorities:

• Identify customer needs and friction points in journeys based on data and customer feedback.
• Improve activation and engagement for key Daily Banking propositions (e.g., current accounts and credit cards).
• Design and optimize in-life campaigns (always-on and lifecycle/triggered campaigns) based on performance results and experimentation.
• Contribute to retention improvements by identifying churn drivers and proposing targeted actions.
• Strengthen customer loyalty through ING Points by enhancing the proposition, communications, and customer experience.

Your responsibilities

• Analyze customer behavior and customer journey performance to identify opportunities for activation, cross-sell, and retention improvements.
• Work in a multidisciplinary squad alongside colleagues from data, marketing, product, operations, and channel teams to deliver end-to-end journey improvements.
• Develop and optimize lifecycle communications and campaigns (e.g., email, push notifications, and in-app communications), including targeting strategies, content requirements, and measurement plans.
• Set up and run experiments (A/B testing) and use insights to continuously improve conversion, engagement, and customer satisfaction.
• Support the development and optimization of the ING Points proposition and loyalty experience, ranging from customer communications to performance monitoring.
• Monitor and report on KPIs (e.g., activation, usage, retention, and ING Points engagement) and translate results into clear recommendations for stakeholders.

How to succeed

You:

• Have experience in customer journey management, lifecycle marketing, CRM, and/or digital product optimization, preferably in a data-rich environment.
• Possess strong analytical skills and use data, customer insights, and experimentation to prioritize improvements and measure impact.
• Excel at stakeholder management: you collaborate effectively with product, marketing, data, operations, and channel teams and can influence without formal authority.
• Are hands-on and structured: you can turn ambiguous challenges into clear hypotheses, plans, and deliverables.
• Have an affinity for campaigns and content and understand what is needed for effective lifecycle communications (targeting, messaging, channel selection, and timing).
• Communicate clearly and can translate insights into a compelling narrative that aligns stakeholders around the best next step.
• Have a continuous improvement mindset: you enjoy iterating, learning quickly, and making incremental improvements that compound over time.
• Possess a basic understanding of commercial drivers and how engagement initiatives create value for both customers and ING.
• Feel comfortable in a complex organizational environment and can navigate dependencies within a matrix organization.
• Take ownership and bring energy: you make things happen and inspire others to do the same.
• Demonstrate a high level of self-reflection: you actively seek feedback, reflect on it, and adjust your behavior where necessary.
• Naturally, you lead by example according to our Orange Code: you take ownership and deliver on your commitments, help others succeed, and stay one step ahead.

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.

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

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