Product Lead Customer Relationship - Tribe Growth

At ING, our ambition is to become Europe’s leading mobile bank. Within Tribe Growth, we use data and customer insights to continuously improve our services and align them with what customers truly need from a holistic perspective. We make ING increasingly customer-centric and ensure that data plays a central role in our decisions and strategies.  To accelerate this ambition, we are building a new Customer Relationship team that acts as the analytical and strategic brain of customer understanding across ING. This team will strengthen customer engagement, maximize lifetime value, and ensure modelling and insights translate directly into business growth

The team
The Customer Relationship team within Tribe Growth plays a central role in shaping how ING understands, predicts and serves customer needs. The team brings together market and customer research, advanced analytics, and modelling excellence to support all product tribes, allowing them to act on customer needs across the entire lifecycle - not just at the product level, but holistically.

The team will focus on three key areas:

• Customer Lifetime Value & Churn: Providing insights and analytical frameworks that help product tribes design and optimize strategies to boost engagement, retention and long-term value
• Customer Insights: Translating quantitative and qualitative research (including NPS) and customer journey data into clear, actionable insights and recommendations
• Model Design & Lead Generation: Building and continuously improving data models that collect, analyze and interpret data at both customer and product levels. All with the goal to enable ING to identify (lead-generation) opportunities and respond to customer needs across the lifecycle

You will lead this multidisciplinary team, working closely with Customer Journey Experts, Data Analysts, Data Scientists, Product Leads and other Tribes to ensure strategic alignment and execution.

Roles and responsibilities
We’re looking for an inspiring and pragmatic leader who combines deep content expertise with strong strategic thinking and stakeholder leadership. You will be responsible for shaping the analytical vision, ensuring model excellence, driving adoption of insights across tribes, and positioning the team as a key strategic partner to the business.

As a Product Lead Customer Relationship you:

• Lead with purpose, creating clarity and direction across diverse workstreams
• Serve as the content expert on customer understanding, modelling and predictive analytics
• Guide and challenge the development of models such as CLTV, Churn, NBA, and Propensity to Buy
• Translate complex modelling outputs into business decisions, ensuring tribes act on insights to drive engagement and commercial outcomes
• Coach and empower a team of data analysts, data scientists and customer journey experts to deliver their best work
• Influence senior stakeholders, secure a seat at relevant decision tables, and ensure insights and opportunities are actually implemented
• Connect the dots between customer data, product strategy, and business outcomes
• Foster collaboration and inclusivity, aligning teams and ensuring insights are integrated across tribes and functions

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.

• Extensive understanding of data science, predictive modelling and advanced analytics, with the ability to independently perform analysis and translate insights into actionable business recommendations
• Strong financial‑services experience is a must, preferably in banking, enabling you to contextualize insights and models
• Proven ability to translate analytical output into clear strategic and actionable recommendations
• Experience in leading and developing cross-functional teams (analytics, data science, customer strategy)
• Exceptional stakeholder management and influencing skills, with the ability to secure buy‑in at senior levels and drive execution
• Strong understanding of customer lifecycle management and engagement strategies
• Hands-on experience with data (e.g., SQL, Python, dashboarding tools) is a plus

Diverse perspectives fuel innovation and growth. Even if you don’t meet every requirement, your unique skills could make a difference. If you bring a fresh perspective, we want to hear from you. Together, we build better solutions for our customers.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• A competitive salary aligned with your skills and experience
• 25-28 vacation days depending on your contract
• Pension scheme
• 13th month salary and 8% holiday allowance
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Flexible working hours and hybrid working options
• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends.
• Personal growth and challenging work with endless possibilities
• An informal working environment with a diverse group of innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you