Customer Journey Expert Digital Service Adoption Squad

REQ-10090880
09/03/2025
Customer Journey
Brussels, Belgium

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GJA: 16
As Customer Journey Expert in the Digital Service Adoption squad you will enable self-service through the ING Banking app in which you will contribute to provide a superior customer experience at a reduced cost to serve. In your role, that is crucial to implement our mobile first strategy, you are at the heart of mobile banking, to guide our customers towards the digital solutions and to accelerate the use of chat in case of support is needed

By increasing the number of mobile customers amongst our existing customers and implement the mobile first contact strategy
By coordinating the availability of the daily banking journeys and ensure all daily banking journeys will be available in the ING Banking app
By increasing the digital adoption and usage of the daily banking journeys
By improving the customer experience of the daily banking journeys, of guiding our customers towards the digital solutions when they are in the assisted or digital channels.

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.