Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Customer Journey Expert
- Location: Brussels – Fonsnylaan
- Type: Permanent
- Department: Business & Transformation
- Salary: €4206 - €7811 per month
Responsibilities
As a Customer Journey Expert, you will:
-
Drive online sales:
- Build and execute a complete action plan for mobility insurance online sales
- Develop segmentation and personalization strategies
- Continuously improve the digital sales funnel to maximize conversion
-
Design and prioritize the digital roadmap:
- Define priorities and deliver a roadmap covering campaigns, contact strategy, retargeting & lead management
- Prioritize high value IT developments
- Translate business needs into business requirements, user stories, and test plans
-
Boost traffic, engagement, and conversion:
- Initiate and validate actions to increase traffic, improve conversion, and optimize the end-to-end customer journey
- Support product improvements and new value propositions
- Identify opportunities for commercial growth through digital journeys
-
Understand the market:
- Conduct competitive and market analyses focused on digital mobility insurance
- Identify trends and translate them into actionable opportunities
-
Ensure cross-selling success:
- Develop smart cross-selling strategies between ING banking products and mobility insurance
-
Manage performance and visibility:
- Continuously evaluate ING’s digital positioning against competitors
- Propose improvements to strengthen digital visibility and customer acquisition
-
Improve customer satisfaction:
- Implement initiatives to improve the Net Promoter Score (NPS) of digital customers
- Develop contact strategies tailored to each key life moment of the customer
Requirements
- Education: Master’s degree
- Experience: 5+ years in a similar digital, sales, or customer journey role
- Skills:
- Knowledge of mobility insurance (car, bike, and/or motorcycle)
- Strong digital mindset; skilled in design thinking, agile, and analytics (e.g., Google Analytics or Adobe Analytics)
- Excellent communication skills in English with a good knowledge of French and/or Dutch
- Ability to manage end-to-end projects and multiple stakeholders
- Passionate about innovation, digital trends, and continuous learning
- Customer-centric, collaborative, and results-oriented
- Training or experience in digital communication is a plus
- Able to cope with fast-changing priorities
- Competitive mindset
We Offer
- Group and hospitalization insurance
- Meal and eco-vouchers
- 20 holiday days and 12 days recovery time
- Diverse range of training courses
- Comprehensive onboarding
- Workshops, coaching & well-being services
- Opportunities for internal mobility
- Flexible home working policy
About the Company
NN is part of NN Group, an international insurer and asset manager operating in 11 countries. With more than 600 employees, we contribute to the financial peace of mind of more than 1.2 million customers in Belgium. We work on their behalf through our partner network of banks and brokers, a network that continues to grow.
Our values
At NN, we help people to take care of what matters most to them. We do this in a caring, transparent, and committed way based on our core values of ‘Care, Clear, Commit’.
Your lifelong happiness
No matter how different and unique people may be, everyone strives to live a long and happy life. To help make this happen, we guide our customers in focusing on what they really care about in life. And, as insurers, we assist them by providing the financial protection they need at the times that matter to them.
D&I
At NN, we are committed to diversity and inclusion in the workplace. We are immensely proud that our enthusiastic ambassadors are eager to work on themes such as cultural diversity, gender equity, and young professionals. Seeking to connect, learning from each other, and inspiring one another is what we’re all about.
Voluntary work
Your lifelong happiness: that’s what we strive to achieve for our customers, partners, society, and employees. As a company, we try to deliver on that promise through a range of different initiatives. With the ‘Happiness day’, our colleagues are able to volunteer for a good cause for up to two working days a year. This is how we increase our social impact together.
Do you see yourself working as a Customer Journey Expert?
You are more than welcome!
Click “Apply now” and make today your lucky day!