Customer Journey Expert Home

About the Position

Customer Journey Expert Home

• Location: Brussels – Fonsnylaan, Belgium
• Type: Permanent, Full-Time
• Salary: €4206 - €7811 per year
• Category: Tech, Security & IT Services

NN and ING have established a joint insurance project team called “One Orange Team,” aiming to become Belgium’s fastest-growing digital insurance brand. As a Customer Journey Expert Home, you will play a pivotal role in shaping the digital sales journey for NN’s home insurance products within ING’s digital ecosystem.

Responsibilities

• Driving Online Sales

  • Build and execute a complete action plan for home insurance online sales
  • Develop segmentation and personalization strategies
  • Continuously improve the digital sales funnel to maximize conversion

• Designing and Prioritizing 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

• Boosting 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

• Understanding the Market

  • Conduct competitive and market analyses focused on digital home insurance
  • Identify trends and translate them into actionable opportunities

• Ensuring Cross-Selling Success

  • Develop smart cross-selling strategies between ING banking products and home insurance

• Managing Performance and Visibility

  • Continuously evaluate ING’s digital positioning against competitors
  • Propose improvements to strengthen digital visibility and customer acquisition

• Improving 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

• Educational Background

  • Master’s degree

• Experience

  • 5+ years of experience in a similar digital, sales, or customer journey role

• Skills

  • Knowledge of home insurance (fire and family insurance)
  • 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
  • Able 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
  • A competitive mindset

We Offer

• Competitive salary package
• 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
• Access to a new working environment in Brussels

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 over 1.2 million customers in Belgium. We operate through a growing network of banks and brokers.

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’.

Diversity and Inclusion

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.

Apply Now

Do you see yourself working as a Customer Journey Expert Home? You are more than welcome!

Click “Apply now” and make today your lucky day.

Apply now