Customer Journey Expert Customer Relationship

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 support this, we are launching a new Customer Relationship team focused on strengthening customer engagement and maximizing lifetime value through data-driven strategies.

The team

The Customer Relationship team within Tribe Growth will play a central role in shaping how ING understands and serves its customers. The team will deliver market and customer research, insights (including NPS), and analytical models that empower product tribes 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:

• Primary Mobile Customers, Customer Lifetime Value & Churn: Providing data and customer insights that enable product tribes to design, execute and refine our product strategies and marketing activities to boost customer engagement and retention
• Customer Insights: Translating quantitative and qualitative research outcomes (including NPS) and customer journey data into actionable insights
• Model Design & Lead Generation: Building, maintaining and improving data models that collect, analyse and interpret data at both customer and product levels. All with the goal of fuelling the organization with insights and lead-generation opportunities to respond to evolving customer needs across the lifecycle

You will be part of this multidisciplinary team, working closely with your Product Lead, other Customer Journey Experts, Data Analysts, Data Scientists and other Tribes to ensure strategic alignment and delivery.

Roles and responsibilities

As a Customer Journey Expert in the Customer Relationship team, you:

• Track key customer metrics (Primary Mobile Customers, CLTV and Churn), identify further reporting needs and are able to understand and communicate to stakeholders what drives these metrics
• Design and deliver customer insight frameworks, combining NPS, qualitative research, and journey analytics to support decision-making
• Act as a strategic partner to product tribes, ensuring alignment between customer needs and product development
• Translate insights into action, enabling product tribes to improve engagement and retention, through segmentation and identifying customer needs and value  

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.

• 5+ years of experience, preferably in customer analytics, marketing intelligence, business development or product strategy.
• Strong analytical skills, with proficiency in interpreting data, storytelling, and translating insights into business impact.
• Experience with customer lifecycle metrics, such as CLTV, customer churn, NPS, and engagement.
• You are a self-starter, collaborative, and eager to continuously improve and make impact
• Excellent stakeholder management skills, with the ability to influence and collaborate across multidisciplinary teams.
• Strategic mindset, with a passion for understanding customer behaviour and driving growth through data.
• Familiarity with data tools and platforms, such as SQL, Python, Power BI, or similar (hands-on experience is a plus).
• Experience in the financial sector 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 create better solutions for

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.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the 'Apply' button.