Customer Journey Expert Easy Banking (Population Management)

Customer Journey Expert Easy Banking

At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career wed encourage you to apply. Should you have questions about the vacancy or need to hear more before you apply; please do not hesitate to reach out to the responsible recruiter.

Easy Banking Population Management

We are looking for a data-driven Customer Journey Expert (CJE) with affinity and curiosity to the field of Marketing and curiosity to Know Your Customer (KYC). Do you have strong communication skills and do you want to represent our Business Client Do you just as easily play the role of a freelancer a baker as a treasurer of a football club Do you like achieving results with your squad Then read on!

In this role you will be working in Easy Banking an ambitious department within ING and responsible for the digital sales targets within the business segment. We aim for relevant and personal interactions with our customers based on the right customer insights. We are looking for a Customer Journey Expert (CJE) who can strengthen our Product Sales Team Population Management with Marketing skills and knowledge. Within this team you create and realize the very best experience for our customers. You make it possible for our customers to arrange their banking affairs easily quickly and efficiently and we vouch for the integrity of our client as well for ING. We want to make sure that the client stays compliant perpetually.

What you are going to do

Together with your (multidisciplinary) squad you are working on the objectives of the Population Management team. We are responsible for maintaining the Client Portfolio. Empowering the client via Digital self-service to obtain data is one of our main objectives which results in a reliable and compliant client portfolio. We do this by acting on the Voice and taking in account the laws and regulations as well as the policies as known within ING to vouch for the integrity of our client and of ING. We resolve problems and avoid new ones via data driven processes and clear guidance towards our clients. We are eager to optimize our channels to reach our clients. Knowledge on digital marketing is therefore relevant or at least the ambition to get acquainted.

The Population Management team improves and completes the end-to-end Business Banking customer journeys and owns the client. You will be working on different items to create a clean client portfolio.

• Develop and optimize digital customer communication
• Usage of different channels to guide the client
• You are representing the voice of the customer have a strong vision on how to detect and ultimately prevent Financial Crime using advanced Analytics
• Reduce complexity and create clarity by simplifying
• Analyse data and make sure the portfolio in line with our policies

How to be successful

We hire smart people like you for your potential! Our biggest expectation is that you are curious eager to learn keep learning and take return we will support you to further develop yourself. Understanding the ING organisation is a must since we balance on levels that are beyond our own department.

1. Communication Skills: you have good communication skills and affinity to create content on our different channels. You are fluent in the Dutch language (writing and speaking). Due to the nature of the work this is a hard requirement. You will interact with lots of stakeholders at different levels and we expect you to have the right skills to bring a message across. You understand the Business client ánd you have the marketing skills to reach those clients via the correct channels and tone of voice. Also you can optimize our website!

2. Analytical Skills: we expect you to have a data driven mindset that always puts the client first. This is not only for our business client but also for our employees. You have analytical knowledge and take decisions based on data and facts and you make connections between data in a result driven approach. Mainly you should be able to connect data and interpret data correctly.

3. KYC / NFR expertise: in depth knowledge of our legal regulatory and internal policy requirements is a plus but the curiosity to understand is a must. To smoothen client processes we must be able to translate internal policy into these requirements and to actual customer journeys. Its good to challenge these regulations/policies from a Client perspective but to understand them from risk perspective. To have this knowledge we want you to be curious and think from a customers perspective.

What we expect:

• You dare to speak up on behalf of the client
• You have experience in developing digital customer experiences or eager to learn
• You have knowledge of B2B marketing and understand the needs of entrepreneurs
• You have deep knowledge of the behavior of our Business client
• Knowledge on digital marketing SEO/SEA
• You have strong skills in Stakeholder management
• Willing to learn on the AI initiatives
• Affinity with data and the IT landscape
• Affinity with the Microsoft office tooling (Excel PowerPoint)
• You are working at least 2 days a week in the office
• You are willing to have knowledge on CMS systems (Bloomreach Inspire & Adobe)
• You can work in a team but also individually
• You have a can do mentality
• You are a process thinker
• You are open-minded and adapt easily to a changing environment
• You are curious and bring pleasure
• You have a (finished) bachelor or university degree

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 at benefits of working with us at ING include:

• You have at least 3-5 years of relevant work experience
• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• 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
• An informal working environment with innovative colleagues
• Work Agile so new ideas come to life faster

Are you excited

Then click on apply and send your CV and motivation in any form. For more information about the position contact Robert Broeders Lead Population Management Easy Banking via email

The interviews will be in Dutch.

Want to apply directly

Please upload your CV and motivation letter by clicking the Apply button.

About us

With 57000 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 whats possible and at the same time ensure you work with integrity and hold the customers 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!