Overview
In this role, you will shape ING’s digital self-service journeys for customers facing financial difficulties, collaborating with engineers, data analysts, and operations to deliver meaningful improvements. You will lead cross-country rollouts, translate insights into innovative propositions, and drive experimentation to optimize outcomes. You’ll influence behavior through smart digital interventions and ensure alignment across stakeholders. This is a hands-on, impact-driven position within a mission to support customers’ financial wellbeing through digital experiences.
Arbeidsvoorwaarden / Benefits
- salary tailored to your qualities and experience
- 24+2 individual holiday days
- Diversity leave: 3 days per year
- 13th month salary
- 8% Holiday payment
- Hybrid working
Verantwoordelijkheden
- Own and improve customer journeys across the ING App and Web for customers with (potential) financial difficulties
- Lead the rollout of global digital solutions across multiple countries, adapting them to local needs while ensuring scalability and consistency
- Translate customer insights, behavioural data and market trends into innovative digital propositions and solutions
- Work closely with engineers, analysts and operational colleagues to design, build, test and optimise digital journeys
- Drive experimentation and continuous improvement through customer research, A/B testing and data-driven decision making
- Identify opportunities to increase customer self-service, reduce friction and improve customer outcomes
- Influence customer behaviour through smart digital interventions, communication and journey design
- Connect stakeholders across ING to align customer, business and technology perspectives
Belangrijkste vereisten
- At least 3+ years of experience in customer experience, product management or digital journey management, including 1–2 years on large-scale projects
- Translate customer needs and data into effective digital journeys and measurable improvements
- Bridge business and IT by defining clear requirements and working with engineers throughout development and testing
- Navigate complex stakeholder environments and align customer, business, operational and technology perspectives
- Apply an analytical, experimental mindset and operate in an Agile environment
- Fluent in Dutch and English
- Experience with customer research, A/B testing, conversion optimisation or CMS platforms such as Bloomreach is an advantage
- customer obsession
- collaboration with cross-functional teams
- analytical mindset
- A/B testing
- conversion optimization
- CMS platforms such as Bloomreach
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