Customer Journey Expert
3 weken geleden
Do you want to join us in our mission to help 1 mil. customers to become financially healthy?
Are you obsessed with customers and full of breakthrough ideas on how we can reach and help customers to prevent financial difficulties? And passionate about making a positive impact on future generations by leveraging your expertise in customer journey strategies and social marketing within the financial sector? ING is seeking an enthusiastic individual to join the Collections NL department as a Customer Journey Expert Financial Health / Social Marketeer.
Your new work environment
Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers 'personal, easy, smart and frictionless' solutions with the help of advanced analytics for customers with (potential) financial difficulties. By doing so we want to prevent customers from getting into financial problems (Prevention) and to help those with ING product-related debts in a sustainable fashion. Even when it comes to debt recovery, more and more customers want to be able to handle everything independently and digitally, while looking for personal and relevant advice when it comes to complex financial problems.
Responsibilities
Collaborate within a diverse team consisting of Customer Journey Experts, Data Analysts, Engineers, and operational colleagues in Collections NL. To gather customer insights and drive innovative propositions and process enhancements, aiming to improve our customers' financial health and overall financial literacy in the Netherlands.Develop tailored solutions, including new financial/non-financial services, digital journeys, and tooling, by deeply understanding customer needs and opportunities through comprehensive analyses, contributing to the enhancement of financial well-being and literacy.Help us grow our 'Prevention journey' through content marketing, campaigns, and market research initiatives, supporting the mission to empower customers with financial knowledge and resilience.Influence customer behaviour, focusing on their journey and translating qualitative insights into impactful propositions, effectively connecting different aspects of ING and Collections NL.How to succeedWe 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.
Furthermore, you have:
Current residency in the Netherlands and proficiency in Dutch and English (verbal and written). Passionate about vulnerable customer segments facing financial difficulties. 3+ years of professional knowledge and track record in the field of strategic marketing and/or customer experience in digital services. Familiarity with Bloomreach (preferred) or other content management systems. Academic working and thinking level. Exceptional stakeholder management skills. Knowledge in Agile methodologies and Customer Experience Management. Strong analytical skills and problem-solving attitude. Rewards & benefitsWe want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.
The benefits of working with us at ING include:
A salary tailored to your qualities and experience36 or 40 hour workweekIndividual leave: 24+2 individual holiday days based on 36 hr workweekDiversity leave: 3 days per year (1,5 paid, 1,5 unpaid)CSR days: up to 2 days per year to actively engage in society by volunteering13th month salary8% Holiday paymentIndividual Savings Contribution (BIS), 3.5% of your gross annual salaryMobility cardAttractive pension schemeHybrid working to blend home working for focus and office working for collaboration and co-creationWant to apply directly?Upload your CV and motivation letter by clicking the "Apply" button.
Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today
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