Commercial Customer Journey Expert

Looking for a commercial Customer Journey Expert with IT-affinity

Are you energetic, fun, collaborative, entrepreneurial and have affinity with IT? Then we are looking for you! The Loyalty program of ING is looking to expand their team, where you have 6 million potential customers on which you can unleash your magic! You will create an awesome customer experience for this group and exceed their expectations every day. We offer you many impactful challenges! Do you have strong communicative and analytical skills and are you obsessed by customers? Then keep reading!

Your team

ING Points is ING’s loyalty program with approximately 6 million participants and close to 1 million active users. This program has shown steady growth in the last few years and has proven to be very successful. A next step in this development is to further professionalize our customer journeys and grow the program even bigger.

In our tribe Daily Banking & Mobile Led we work towards becoming the best mobile-led bank of the continent. We are looking for an experienced customer journey expert with IT-affinity to help us realize this ambition for our loyalty program.

This position is in the Product Loyalty domain in Amsterdam, which is responsible for ING’s loyalty program ING Points. The team is responsible for the proposition, the ING shop and IT development. Together with your colleague Customer Journey Experts and IT-engineers, you strive towards realizing the best customer experience for our customers according to ING’s customer experience principles: personal, easy and smart.

Your challenges

Together with the team, you will work on reaching the growth ambitions of the program in terms of active customers, sales, and NPS. Bringing the program to the next level and oversee IT delivery is your primary task. You will be responsible for translating all commercial initiatives towards requirements and building blocks. Based on your e-commerce knowledge, you generate ideas, implement, and analyze AB tests. It is your goal to make our program better every day and making sure that customers have the best experience. Next to that, you will contribute to the strategy of retaining and attracting new customers by conducting research on customers’ wants and needs and use that insight to implement new features and other improvements. We strive to grow enormously in the number of active customers in the coming years, and you will be one of the driving factors in that growth!

How to succeed

You are a team player, have excellent creativity and passion for our customers and can drive projects from concept to execution. As a Customer Journey Expert, you:

• Have a strong commercial focus and great ideas.
• Affinity with IT delivery, we also have our own IT engineers to work closely with.
• Are a champion of customer experience and know what excites customers.
• Take ownership of your team’s processes, including ideation, overseeing development, testing before launch and leverage on current building blocks.
• Understand the need to comply with regulations and policies but dare to debate alternatives and challenge status quo.
• Have a drive to make things happen.
• Possess strong analytical skills and takes decisions based on data and facts.

About you

You have:

• A bachelor’s or master’s degree.
• A firm understanding of customer needs.
• Relevant experience in Loyalty and/or (online) marketing.
• Strong problem-solving skills and the ability to take decisions based on data and facts.
• Solid interpersonal and collaborative skills to interact with different stakeholders.
• Fluent English (oral and written) and Dutch speaking (prerequisite) and currently residing in the Netherlands.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here. The benefits of working with us at ING include:

• A salary tailored to your qualities and experience (job scale 10 or 11)
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Your application

We look forward to receiving it! Who are you? What are your ambitions? Use the application button to upload your CV and motivation letter. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!