Customer Journey Expert ‘Plan Ahead’

Do you thrive when simplifying complexity and creating exceptional digital CX? And are you passionate about helping people take control of their financial future? If so, ING has the perfect opportunity for you!

The team

We're looking for a driven and innovative Customer Journey Expert to join our team and play a critical role in the global expansion of our financial planning (light) tool, Plan Ahead. Plan Ahead empowers our customers (and their partners) to easily navigate the often-complex world of finance, with the help of an advisor where needed. And we're ready to take it to the next level and roll-out globally in the coming 18 months.

Or as we like to say: “We’re going to nail it and scale it!”

If join our team, you become part of the IRIS &Plan Ahead product team in the Assisted area of the Digital, Assisted & Customer Interactions Tribe NL. Yes, that is a mouthful, but basically it means you will have many knowledgeable colleagues (on data, UX, Web and Mobile) all in the same tribe. And colleagues who know everything about IRIS (employee platform for sales and servicing), Interaction solutions (incl. our GenAI chatbot), CRM and appointment booking in the same area.

Your mission

You will be instrumental in launching Plan Ahead in Spain and Italy, while also elevating the existing tool (currently used in the Netherlands and Belgium) to a near-perfect 9.5 out of 10 customer experience. This means understanding the intricacies of financial planning and translating complex information into a seamless and intuitive user journey. You’ll be a champion for our customers, ensuring they feel empowered and informed every step of the way and the driver of the IT delivery with your developer colleagues in the team.

Your responsibilities:

• Drive the IT delivery: Determine the requirementsfor features, refine with your developer colleagues, translate into concrete user stories for high quality delivery. 
• Elevate the CX: Analyse the current customer journey, identify pain points, and develop innovative solutions to enhance the user experience to a 9.5/10 level.
• Simplify complexity: Translate complex financial information into clear, concise, and engaging content and interactions, considering the non-linear nature of financial planning.
• Validate: Leverage data, A/B testing, and other (rapid) customer validation techniques to ensure product development is backed by validated insights and hypotheses.
• Teamwork: Collaborate effectively within a diverse team (CJEs, developers, UX designers) of experienced colleagues and new joiners, fostering a collaborative and supportive environment.
• Scale the product: adapting and launching Plan Ahead in new markets (Spain and Italy initially), considering cultural nuances and local regulations.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Furthermore, you have:

• Master’s or bachelor’s degree
• Relevant experience delivering top-notch software (IT delivery in AGILE bus/dev/ops squad)
• A compelling vision when it comes to exceptional digital customer experiences.
• Experience in customer journey mapping and optimization. Knowledge of nudging is a plus
• The ability to simplify complex information and translate it into user-friendly digital solutions.
• Strong communication and collaboration skills to work effectively x-cultures and -disciplines
• Comfortable working in a dynamic and fast-paced environment.
• Experience in the financial industry is a plus, but not required.
• Fluency in English is essential; knowledge of Spanish or Italian is a plus.
• Affinity with financial health, financial planning and investment/mortgage- advice is a must; experience and knowledge a plus.

What we offer

• A challenging and rewarding opportunity to make a real impact on customers' financial well-being.
• A chance to work on a high-visibility project with global reach.
• A supportive and collaborative team environment.

Rewards and benefits

We want to make sure that it’s 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: 

• An excellent base salary in scale 11 (€ 5,212 - € 8,387 gross per month based on 36 hours).
• The salary is 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 
• Hybrid working location, with the office located in Amsterdam

Ready to apply?

Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meet you!

Procedure and closing date

The closing date for this vacancy is March 17, 2025. After this date, we will carefully consider applications and make a selection. Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interview. 

About us

With 60,000 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 what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to work.