Senior Marketing Customer Journey Expert

Are you a senior digital marketer who knows how to bring structure, clarity and momentum to complex initiatives? Do you enjoy coordinating across teams, managing stakeholders, driving data-driven decisions, and shaping meaningful customer experiences? Then this role may be your perfect match.

The team

At Investments, we help ING customers grow their wealth responsibly while making investing simple and accessible. We support retail, private banking and business clients through a compelling proposition, a seamless digital experience and human support at moments that matter. Our ambition is to grow Assets under Management and accelerate the shift towards sustainable investing.

You will work in a highly regulated, fast-moving and competitive environment where sharp prioritisation, excellent coordination and digital expertise are key. You will report to the Marketing & Analytics lead and collaborate closely with a multidisciplinary team of marketers, analysts and CX specialists.

Your role & responsibilities

As a Senior Marketing Customer Journey Expert, you combine strategic thinking with execution power.

You own customer journeys, lead cross-functional projects, and ensure teams remain aligned around shared goals. You are comfortable taking initiative, structuring complex work and guiding stakeholders.

Customer Journey Ownership & Digital Marketing

• Develop and execute digital marketing strategies across channels and teams.
• Own and optimise end-to-end customer journeys for key investment propositions.
• Identify growth opportunities and turn insights into impactful improvements.
• Use data and metrics to prioritise and validate actions.

Project Management & Stakeholder Alignment

• Lead complex, cross-team projects (e.g. website experience improvements, content quality initiatives, chatbot enhancements, data-driven content improvements).
• Facilitate workshops related to product flows, content creation and customer education.
• Implement clear ways of working, governance and structured processes.
• Align Product Owners, UX, Brand & Communications, Legal, Compliance and senior leadership to ensure smooth delivery.
• Bring energy, clarity and momentum, even when dealing with ambiguity.

Content Strategy, Quality & Governance

• Develop and implement a content strategy that supports customer education, digital growth and brand consistency.
• Safeguard content quality across pages and channels (e.g. fixing errors, ensuring consistent tone, greenwashing checks, translation quality, SEO hygiene).
• Create content yourself (emails, insights, educational content).
• Drive scalable, data-driven content processes, including introducing smarter ways of working and exploring AI-supported content creation and content review.

Metrics, Data & Insights

• Define and track meaningful content and journey metrics to steer improvements.
• Analyse performance data and translate findings into clear, actionable recommendations.
• Build compelling presentations and management updates using Excel and PowerPoint.
• Communicate insights with clarity and confidence across teams and leadership.

How to succeed

• Strong project management skills with experience leading multi-stakeholder initiatives.
• Excellent stakeholder management; you build relationships, manage expectations and create alignment.
• Solid experience with digital channels (web, app, social, email, SEO/SEA). Strong analytical skills, comfortable working with data, building metrics and using Excel.
• Excellent communication, storytelling and presentation skills.
• Ability to create clarity, structure and momentum in complex environments.
• Experience with PowerPoint, facilitation and presenting to cross-functional groups.
• Experience with leveraging AI opportunities to enhance customer journeys and simplify or accelerate internal processes.

What you'll bring

• Minimum 5 years of experience in digital marketing, customer journey management or product marketing.
• Minimum Bachelor’s degree in a relevant discipline (e.g., marketing, digital marketing, communication, business).
• Experience with performance marketing, CRM.
• Familiarity with financial services or banking/investment products is advantageous.
• Track record of driving business growth through data.

Don't worry if you do not meet all the criteria. If you feel you might be a good fit for this role, we would love to hear from you.

Rewards & benefits

The benefits of working with us at ING include:

• Competitive compensation and benefits package
• 36 or 40-hour workweek
• 25–28 vacation days depending on contract hours
• Attractive pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% holiday payment
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues
• Hybrid working to blend home working for focus and office working for collaboration and co-creation