Customer Journey Expert (Online Leasing)

Are you passionate about optimizing digital customer journeys and driving commercial success? Do you thrive in a data-driven environment where experimentation and customer satisfaction are key? Then the role of Customer Journey Expert – Online Leasing at ING might be your next challenge!

As a Customer Journey Expert, you will play a pivotal role in enhancing the performance of our digital Lease products: Instant Lease and Fast track, provided to our clients via our easy and guided service models.

You’ll work with colleagues from Easy Banking to develop marketing campaigns, content, and dashboards that acquire, activate, engage, and retain customers, while also identifying key areas within our digital platforms that should be improved to raise customer satisfaction and improve conversion.

Your focus is on the Online Sales journey to clients in OneApp and OneWeb. This is being expanded to more channels with a portal for intermediaries and IRIS for employees. Further innovations to Online Leasing are planned in the future, including extending the scope of Instant Leasing to Fast track.

The team

You will be part of the product delivery team of ING Lease. We operate in a dynamic, competitive, and highly regulated environment with ambitious commercial goals. In this role, you will be reporting to the Product Area Lead Digital Lease and be part of a team focused on delivering measurable impact. You will frequently collaborate with the Head of Lease. You’ll also collaborate with colleagues from other disciplines—such as tech, UX, relationship sales, and risk & compliance—depending on the needs of the initiatives you’re driving.

Roles and responsibilities

Develop new Lease journeys and improve the current Online Leasing journeys

• Optimize conversion of the Online Instant Lease & (later on) Fast track journeys
• Use data and customer feedback to improve our journeys (with focus on the digital journey) to reach a higher conversion and customer satisfaction
• Be bold in internal and external (LinkedIn) media on everything around Lease (digital and non-digital)
• Analyse to improve dashboarding and create a better understanding of how customers behave and where pain points are
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose
• Use data and customer feedback to create marketing campaigns and communications to attract potential customers (both existing ING BB and new to bank) to grow the inflow of the digital journey’s
• Understand the need to comply with regulations and policies, but dare to debate alternatives

How to succeed

• Experience in explaining complex issues in an easy-to-understand way to get people on board, including by using your strong analytical skills
• Experience in product management
• A go-to expert in social media, marketing and sales
• Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees to identify areas of improvement
• Bridge the gap between business and IT by translating customer needs into scalable, compliant, and technically feasible solutions
• Expertise in selling (lease) products
• A sufficient level of English / preferable also Dutch

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.

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues