Customer Journey Expert- Expats

Customer Journey Expert - Expats

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, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.

Your role & work environment 

At ING we have bold ambitions to improve the digital experience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in.

 In Tribe Daily Banking and Client First, we are responsible for:

• End-to-end management of daily banking products with all aspects (incl. definition of commercial strategy, value proposition design, delivery roadmap, P&L and risk management)
• Overall orchestration of mass retail segment (client ownership, acquisition, onboarding, retention, churn management, 3rd party services)
• Leading ING retail digitalization roadmap for delivering a superior digital/mobile customer experience.

We offer more than only daily banking services; we are also responsible for the growth of our customer portfolio in terms of both acquisition of new client and development of the relationship with existing clients pertaining to their daily banking needs.  You will be collaboration in a team who’s responsible to acquire prospects (Marketing and business perspective) and engage them to strengthen their relationship with ING by offering a supreme welcome feeling.

About the Role

You will be part of the ‘Customer Acquisition and Growth” domain within the Daily Banking & Client tribe, a strategic and important position in which you will strongly collaborate with other tribes.

As a Customer Journey Expert (CJE) focused on the Expat Value Proposition, you will play a key role in designing and delivering seamless end‑to‑end experiences for international customers who relocate to our markets. You will translate deep customer insights into compelling value propositions, products, and services that meet the unique financial, administrative, and emotional needs of expats.

What you will be doing

Working within a squad focused on supporting client acquisition, you will collaborate closely with product managers, data analysts, UX/UI designers, marketing specialists, and operational teams to build, validate, and implement solutions that drive customer satisfaction, acquisition, and long-term engagement.

You will be responsible for:

1. Customer Insight & Problem Discovery

• Conduct qualitative and quantitative research to deeply understand expat personas, motivations, pain points, and financial needs across their relocation journey.
• Leverage customer interviews, journey mapping, benchmark studies, and market insights to identify key opportunities for differentiation and value creation.
• Monitor evolving trends in global mobility, expatriate services, cross‑border banking, and regulatory requirements.

2. Journey Design & Value Proposition Development

• Define and refine the end‑to‑end expat customer journey, from pre‑arrival to settlement and long‑term banking needs.
• Shape a compelling value proposition that encompasses products, digital experiences, onboarding, and service elements tailored to expats.
• Translate insights into clear problem statements, hypotheses, and customer‑centered solutions.
• Build prototypes, orchestrate user tests, and iterate rapidly based on learnings.

3. Delivery & Implementation

• Collaborate with product owners and delivery teams to translate solutions into backlog items, acceptance criteria, and measurable outcomes.
• Work cross‑functionally to ensure smooth implementation across channels (branch, digital, remote advice, customer service).
• Build campaigns/events to drive awareness and attraction of customers towards our value propositions
• Monitor performance metrics and customer feedback to continuously improve the expat offering.

4. Stakeholder Management & Cross‑Team Collaboration

• Work closely with compliance, legal, operations, and risk teams to ensure solutions meet regulatory standards.
• Partner with marketing and communication teams to align messaging, acquisition strategies, and activation campaigns.
• Ensure alignment and coordination across international teams, especially where expat flows cross borders.

5. Metrics & Impact Tracking

• Track key Expat KPIs and their impact through dashboards and data-driven performance analysis.
• Identify and prioritize improvements based on evidence and business impact.

What we are looking for

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Customer Journey Expert it is crucial that: 

• You put the customer first.
• You have experience in customer journey management, lifecycle marketing or growth roles
• You have a strong understanding of customer experience design and journey mapping You are a naturally collaborative person, who listens and invests in others to achieve common goals.
• You are strongly structured in your own work ethic.
• You’re hands-on and willing to challenge the status quo by launching, evaluating, improving engagement initiatives.
• Having experience in developing and/or affinity with the retail banking market and the rapidly changing customer needs is a plus
• You are comfortable communicating in English for key interactions

We offer you 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavors’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working

• We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

Furthermore, within the Daily Banking & Mobile first department, you can count on a range of opportunities to invest in your personal and professional growth with:

• A challenging and high-pace environment with a potential to create direct impact to let our customer portfolio grow.
• A clear purpose, a unique offer and a range of flexible compensation and other benefits.
• The possibility to invest in your professional and personal growth thanks to the expertise of our international teams, and our knowledge sharing culture.
• A hybrid way of working with a possibility of 50% remote working based on a team agreement.

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!