Customer Journey Expert

About the role

ING is seeking a Customer Journey Expert to join the Growth and New Segments area of the Daily Banking & Savings Tribe. You will own and evolve end‑to‑end journeys for the youth segment, ensuring a best‑in‑class experience while driving acquisition, activation and engagement.

Key responsibilities

• Design, align and continuously improve customer journeys from ideation to production, covering business, legal, compliance and technical domains.
• Translate business needs into actionable user stories, support backlog refinement and guide MVP delivery through iterative releases.
• Collaborate with Legal, Compliance, Fraud, Architecture and Tech teams to guarantee robust, compliant and scalable solutions.
• Act as Business Guardian, ensuring journeys meet regulatory and internal standards.
• Extract, analyse and interpret data to generate insights, monitor performance and support decision‑making.
• Monitor funnels, usage and feedback to identify improvement opportunities.
• Identify growth opportunities and contribute to the acquisition and engagement of START customers.

Required profile

• Proven experience designing and implementing end‑to‑end customer journeys, preferably in digital or banking environments.
• Data‑driven mindset with strong analytical capabilities.
• Strategic and creative thinker with a proactive, hands‑on attitude.
• Customer‑centric approach and strong teamwork skills.
• Excellent understanding of Agile ways of working, backlog management and MVP delivery.

Required skills

What we offer

• Opportunity to shape the experience for a key youth segment in a leading financial institution.
• Collaborative, multidisciplinary agile environment.
• Focus on personal development and work‑life balance.