Product Customer Journey Expert

You will be part of the ‘Savings & Term Deposits” product team within the tribe Daily Banking & Client, a strategic and important position in which you will strongly collaborate with other tribes.

As a Customer Journey Expert – Digital Savings Proposition your responsibilities will include:

Building a strong vision on how to connect, engage, retain and upsell savings products to customers. With the main priority supporting ING to be their preferred Savings and Investments bank.

• Being the data driven expert, analyzing, and understanding trends in customer data. Blending  this with a commercial mindset, and discover what the voice of the customer is, to understand what the best approach is to boost customer satisfaction and our commercial targets in our growth ambitions. Have knowledge of how to structure experiments (e.g. A/B, sensitivity,…)  to learn what actually moves the needle.

• Forming and testing assumptions about customer needs and behaviours. Willingness to pivot or refine based on learnings rather than sticking to a rigid plan. Finding non-obvious solutions to customer pain points.

• Translating savings insights into compelling narratives for stakeholders. Convincing teams to take action based on insights, even when counterintuitive.

• Managing stakeholders since you’re working on strategic projects with a complex risk aspect to them.

• Understanding and applying business principles and ensure compliancy with external regulation and internal minimum requirements.

• Drafting business requirements based on a strong product, process and customer understanding for new digital developments requiring IT change