Product Area Lead Customer Growth & Engagement

Are you ready to shape the future of customer growth and engagement at ING We are looking for a visionary data driven commercial and strategic Product Area Lead to head our newly formed Customer Growth & Engagement area within Product Family Daily Banking NL. This role is pivotal in driving long-term commercial growth and deepening customer relationships across all segments.

About Product Family Daily Banking NL

Area Customer Growth & Engagement is part of Product Family Daily Banking NL. At ING Netherlands we aim to be Netherlands #1 Bank while directing our growth towards building a sustainable future. Within Daily Banking NL we aim to create attractive value propositions for all customer segments to attract New2Bank customers build and enhance the customer relationship and retain customers by selling and servicing all our Daily Banking products (current account and subscriptions savings account and credit cards) to our over 8 million ING NL customers. We pursue this ambition through our growth drivers: commercial growth outstanding customer experience and financial health & inclusion all while keeping our basics in order.

Your role and impact

As Product Area Lead you will be part of the MT Daily Banking and you will lead a marketing area focused on delivering customer-centric value propositions driving acquisition increase customer engagement boost loyalty across the full customer lifecycle and increase the financial health of our customers. You will work closely with Tribe Channel Experience NL Tribe Growth and Brand Marketing and Communication translating insights into actionable strategies that fuel sustainable growth and to creating value propositions and transform them into marketing strategies and outings.

You will oversee five key product teams:

• Acquisition & Value Propositions The team designs and executes propositions and campaigns that drive inflow and PMC conversion of New 2 Bank customers across all key segments in the Private Individuals domain. They manage key customer segmentssuch as Youth Gen Z Couples Expats and Affluentby developing tailored value propositions that meet specific needs and preferences. They also lead initiatives to accelerate the conversion of new-to-bank customers into Primary Mobile Customers within six months ensuring early engagement value delivery and long-term retention. To ensure a strong strategic direction for long-term growth the team identifies emerging business opportunities and creates innovative propositions based on market trends customer insights and research.
• In-life Marketing & Engagement Is responsible for increasing customer engagement across the entire customer lifecycle. The team ensures that customers continue to see value of and deepen their relationships with ING. Key priorities include expanding the Primary Mobile Customer (PMC) base identifying cross- and up-sell opportunities activation of products and managing churn for Daily Banking products. This team also leads the ING Punten loyalty program transforming it to a program that truly creates loyalty ensuring it delivers long-term value.
• Financial Health Boosts the financial resilience of our Private Individuals customer base by shaping and executing the Financial Health Strategy. Their mission is to build financial confidence and resilience and help customers manage their money effectively.

Your responsibilities

• Lead and inspire a team of 3 Product Leads and 20 Customer Journey Experts supported by data analysts from Tribe Growth.
• Translate strategic goals into actionable product roadmaps and marketing strategies.
• Drive performance across key KPIs including N2B inflow for all segments Fee Income Net Interest Income customer inflow primary mobile customer development retention upsell financial health and loyalty metrics.
• Foster cross-tribe collaboration to ensure seamless execution of campaigns and propositions.
• Represent the area in strategic forums and contribute to INGs broader commercial and customer strategy.
• Being part of the Management team Daily Banking you are responsible for the Daily Management of this Product Family.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that youll stay curious. Keep learning. Take on return well back you to develop into an even more awesome version of yourself. You:

• Have a masters degree and at proven leadership experience (8 years) in a complex data-driven commercial environment and/or financial industry.
• Strong analytics skills commercial mindset strategic thinking skills and deep understanding of customer lifecycle marketing and digital engagement.
• You have excellent storytelling skills and can translate complex ideas into compelling narratives.
• Know how to leverage your extensive experience in commercial and strategic roles to effectively bridge the gap between diverse teams and interests ensuring cohesive and successful results.
• Build high performing cross-functional teams and drive agile delivery.
• A role model in client centric thinking and knows that a customer centric approach visionary leadership and excellent communication skills are the cornerstones of innovation and success.
• Collaborate and build relationships with internal and external stakeholders including the ability to influence and collaborate with senior stakeholders and cross-tribe teams.
• Are able to navigate different perspectives and manage conflicts professionally.
• Drive towards meaningful and sustainable impact in a persistent and constructive manner.
• Demonstrate a high level of self-awareness use feedback and reflection and are able to adjust behaviour where needed.

It goes without saying that you are an example for our orange code: you take it on and make it happen you help others to be successful and youre always a step ahead.

Rewards & benefits

We want to make sure that its 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 indication tailored to your qualities and experience (GJA 19)

• 40 hour workweek

• 25 - 28 vacation days depending on contract hours

• Attractive pension scheme

• 13th month salary

• Individual Savings Contribution (BIS) 3.5% of your gross annual salary

• 8% Holiday payment

• Personal growth and challenging work with endless possibilities

• Aninformalworkingenvironmentwith innovative colleagues

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

Want to apply directly

Upload your CV and motivation letter by clicking the Apply button.

Procedure

Multiple interview steps involving various business stakeholders will be part of the selection process.

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