Customer Journey Expert

About the Position

Customer Journey Expert

Tribe Investments

50% work from home

Hiring Manager: Daphné Van Holder

You are obsessed by customer satisfaction and commercial excellence. You want to shape the affluent segment, offer the best value proposition for our affluent customers, and support our bankers in their realizations. You want to work on strategic projects, practice your project management skills on exciting assignments. Please read carefully the following Job description.

Responsibilities

• Lead multiple projects end-to-end, from scoping to delivery.
• Build clear project plans with defined timelines, objectives, and resource needs.
• Partner with cross-functional teams to align projects and customer journeys with business and sales goals.
• Track progress, assess risks, and implement corrective actions.
• Use customer feedback and analytics to identify improvements and growth opportunities.
• Communicate key updates, insights, and results to stakeholders and senior leadership.
• Ensure on-time, on-budget delivery with strong quality standards.
• Design and optimize customer journeys to boost satisfaction, loyalty, and sales conversion.
• Map and refine touchpoints, pain points, and opportunities.
• Support change management to drive adoption of new banking and customer-centric initiatives.
• Foster a collaborative and positive team environment.

Requirements

• Master’s degree in Business, Finance, Marketing, Management, or a related field.
• Multidisciplinary profile with good knowledge of ING organisation, banking products, and processes - nice to have.
• Ability to craft compelling narratives and deliver high-impact PowerPoint presentations.
• Proven experience as a Project Manager / Customer Journey Expert, with a focus on commercial projects and change management.
• Strong understanding of customer experience principles, banking operations, regulations, and compliance requirements.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Strong problem-solving and decision-making abilities.

We Offer

• Growth personally & perform challenging work with endless opportunities to realize your ambitions.
• Work in an informal, dynamic environment with innovative colleagues supporting your endeavors.
• Participate in courses and trainings within the analytical domain.
• Work in an environment that stimulates continuous learning and improvement, and the possibility to experience over time multiple different aspects within data analytics.

About the Company

ING Bank is a global bank with a strong European base. More than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Working at ING means working with great people: friendly, collaborative, and (we think) fun! We empower the people around us and our customers to stay a step ahead. A job at ING comes with autonomy and the expectation to drive progress, deliver a superior customer experience, and create a more sustainable future for people and planet.

ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion, and belonging here.