CJE Digital Aftersales

At ING we value and support our employees before recruiting external talent. If you feel this role could be the next step in your ING career, we warmly encourage you to apply. If you have questions about the position or would like to learn more before applying, please don’t hesitate to contact the responsible recruiter.

Practical information

• Job title: Customer Journey Expert
• Tribe: Investments
• Team: Digital Aftersales
• Work arrangement: Up to 50% remote work
• Hiring Manager: Thomas Ruelle & Anton Van Borm
• Your future colleagues: Tom de Paepe, Gunther Bellemans, Fatima El Bouyahyaoui

Your role

We are looking for a motivated Customer Journey Expert to join our Digital Aftersales team, where you will play a key role in strengthening and growing ING’s investments franchise. You will focus on optimizing the post-sales experience of our investors, driving engagement, satisfaction, and commercial growth.

Your key responsibilities

As a Customer Journey Expert, you will:

• Continuously improve post-sales investment customer journeys, leveraging customer activation, cross-sell, and upsell opportunities
• Contribute to overall sales targets by growing the number of active investors and strengthening our investment franchise
• Design and implement actions to reduce churn within our existing investor base, using predictive models and churn signals
• Develop initiatives to improve NPS and overall customer satisfaction among investors
• Use customer and digital analytics to identify improvement areas and growth opportunities
• Support change management and drive commercial success for new product improvements and features
• Create compelling, engaging, and compliant investment-related content
• Collaborate closely with digital sales teams to define and execute effective go-to-market strategies
• Act as a subject-matter expert on investment product positioning and contribute to cross-tribe change initiatives
• Implement strategies to improve lead generation, increase ING’s visibility as a reference in investments, and accelerate franchise growth

How to succeed in this role

At ING, we hire for potential. We’re looking for someone who stays curious, takes ownership, and keeps learning. In return, we’ll support your growth and help you become an even stronger version of yourself.

You bring:

• Solid knowledge of ING’s investment offering
• Strong storytelling skills, with the ability to craft clear and impactful communications
• Proven experience as a Customer Journey Expert and/or Project Manager, preferably in commercial, marketing, or change-driven environments
• A good understanding of customer experience principles, as well as regulatory and compliance requirements
• Strong stakeholder management and communication skills
• Experience with digital and analytics tools such as Adobe Analytics, Bloomreach CMS, and Inspire Interactive

What we offer you

As a Customer Journey Expert at ING, you will have the opportunity to:

• Grow personally while working on challenging and meaningful initiatives
• Work in an informal, dynamic, and innovative environment with supportive colleagues
• Access a wide range of trainings and learning opportunities
• Be part of a culture that encourages continuous improvement, ownership, and collaboration

About the team

You will join the Investments tribe as an experienced Customer Journey Expert and become part of a multidisciplinary team. The team’s mission is to drive business development, with a strong focus on optimizing and growing the aftersales journey of our investor base.