Customer Journey Expert Model Design & Lead Generation

At ING, our ambition is to become Europe’s leading mobile bank. Within Tribe Growth, we use data and customer insights to continuously improve our services and align them with what customers truly need from a holistic perspective. We make ING increasingly customer-centric and ensure that data plays a central role in our decisions and strategies. To support this, we are launching a new Customer Relationship team focused on strengthening customer engagement and maximizing lifetime value through data-driven strategies.

The team
The Customer Relationship team within Tribe Growth will play a central role in shaping how ING understands and serves its customers. The team will deliver market and customer research, insights (including NPS), and analytical models that empower product tribes to act on customer needs across the entire lifecycle - not just at the product level, but holistically.

Within the Customer Relationship team, you'll be part of Model Design & Lead Generation, which focuses on building, maintaining and improving analytical models that collect, analyse and interpret data at both customer and product levels. All with the goal of fuelling the organization with insights and lead-generation opportunities to respond to evolving customer needs across the lifecycle.

You'll work within this multidisciplinary team, collaborating closely with a product lead, data analysts and data scientists to ensure strategic alignment and delivery, bridging the gap between data, risk and business.
 

Roles and responsibilities
As a Customer Journey Expert in Model Design & Lead Generation, you:

• Understand customer needs and behaviours across the lifecycle and enhance customer experience through personalized and timely interventions
• Translate insights into action, enabling product tribes to improve engagement and retention
• Support model development and risk processes, by being the bridge between business, data and risk parties, for models such as Propensity to buy, Next Best Action, Churn Forecasting, Customer Lifetime Value and Hidden Affluent
• Foster collaboration, ensuring alignment across tribes and functions

How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• 5+ years of experience with predictive modeling, segmentation and lead generation techniques
• Experience in collaborating with cross-functional teams in analytics, customer strategy and risk
• You have a customer-centric mindset and a deep understand of the customer life cycle
• You are able to translate complex data insights into actionable recommendations
• You are a self-starter, collaborative, and eager to continuously improve and make impact
• Excellent stakeholder management to foster collaboration between data, risk and business teams
• Hands-on experience with data (e.g. SQL, Python, dashboarding tools) is a plus.
• Experience in the financial sector is a plus
• Fluent in English.

Diverse perspectives fuel innovation and growth. Even if you don’t meet every requirement, your unique skills could make a difference. If you bring a fresh perspective, we want to hear from you. Together, we create better solutions for our customers.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• A competitive salary aligned with your skills and experience
• 25-28 vacation days depending on your contract
• Pension scheme
• 13th month salary and 8% holiday allowance
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Flexible working hours and hybrid working options
• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends.
• Personal growth and challenging work with endless possibilities
• An informal working environment with a diverse group of innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.