Experteer OverviewAs a Customer Journey Expert within ING’s Digital Tribe, you design and govern end-to-end customer experiences across the lifecycle with a focus on digital channels and data-driven decisions.
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You own journey outcomes, ensuring coherence and value while collaborating with cross‑functional teams.
You’ll translate insights into improvements and work toward measurable customer and business impact.
This is a role that shapes how customers interact with ING’s digital services.Retribuzione / BenefitsOwn and evolve end-to-end customer journeys across the Customer's Life, ensuring consistency and customer valueDefine and monitor digital and journey KPIs; use data to identify pain points and opportunitiesUtilize OrangeSharing and FigJam for documentation, governance, and collaborative design of journeysTranslate journey needs into clear functional and non-functional requirements; bridge business, UX, and ITCollaborate in an agile, cross-functional environment with Product, UX, Tech, Risk, Operations and othersPromote xjrgpwk a customer‑centric culture and ensure journey thinking across teamsResponsabilità3-5 years of experience as Customer Journey Expert, Business Analyst or similar in complex, regulated environmentsExperience with digital channels and customer experience initiativesProven ability to work in cross‑functional and agile delivery setups
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