ING Bank Personeel BV is looking for a Sr. Customer Journey Expert to join our Business Banking team. In this role, you will focus on enhancing the digital and remote sales journey for our Lending & Lease products, driving digital revenue growth and optimizing the full customer funnel for entrepreneurs.
What You'll Do
- Actively improve the digital customer journey for entrepreneurs.
- Set up customer research, analyze sales results, and initiate commercial improvements.
- Translate long-term goals into concrete actions using your knowledge of sales processes and digitalization.
- Analyze data to understand and optimize the full sales funnel, recognizing trends and deviations.
- Turn new project ideas into clear plans of action and ensure structured execution.
- Maintain structural contact with internal and external stakeholders, taking a proactive, coordinating, and constructive role.
- Act as a point of contact for senior management and collaborate intensively with sales and product teams.
- Manage lead flows to the remote advice team; optimize conversion and stop ineffective flows.
- Report sales performance for steering and management reporting.
- Conduct customer research to improve the customer journey.
- Develop new propositions and marketing initiatives with data analysts and the digital marketing team.
- Support the team by providing data insights and actively seek new ways to gain insights.
- Analyze and improve the funnel based on data and trends.
- Collaborate closely with internal and external stakeholders like IT specialists, digital marketers, conversion specialists, and remote & business advisors.
What We're Looking For
- Knowledge of the business market and what motivates entrepreneurs.
- Knowledge or experience in business lending (IT or Sales), leasing, or business intermediaries.
- Analytical strength and decisions based on data and facts.
- Ability to translate insights into usable applications for customers.
- Know how to effectively plan, execute, and complete projects.
- A content authority bringing experience and depth.
- Clear, honest, and impactful communication – both within the team and beyond.
- Dare to ask questions and keep stakeholders sharp.
- Help the team determine direction, set goals, and choose priorities.
- Completed HBO or WO education, preferably in a relevant direction.
- Minimum of 5 years of relevant work experience.
- Full command of the Dutch language is a hard requirement.
Nice to Have
- Affinity or knowledge of Adobe, Salesforce, Power BI, PowerPoint, and Cognos.
Technical Stack
- Adobe
- Salesforce
- Power BI
- PowerPoint
- Cognos
Team & Environment
You will be part of the Product Sales Team (PST) Lending & Lease within the Easy Banking department. The PST consists of three teams: intermediaries proposition, marketing, and remote sales. This role sits within the Remote Sales team.
Benefits & Compensation
- Salary aligned with your qualities and experience.
- 24-27 vacation days, depending on your contract, supplemented with extra diversity days and collective free days.
- Pension scheme.
- 13th month salary.
- Individual savings contribution (BIS), 3.5% of your gross annual salary.
- 8% holiday allowance.
- Personal growth and challenging work with endless possibilities.
- An informal working environment with innovative colleagues.
- Flexible working so new ideas come to life faster.
Work Mode
This is a hybrid role based in Amsterdam, working a 36 or 40-hour workweek partly from the office and partly from home.
ING is an equal opportunity employer.
