Customer Journey Expert - Channel Management II

Are you passionate about creating outstanding digital experiences for Business Banking customers? Do you enjoy developing new digital capabilities and improving Web and App journeys based on customer needs, data insights, and market developments? Do you combine a strategic and analytical mindset with a hands-on approach and experience in an IT delivery environment? Then this opportunity might be for you.

As a Customer Journey Expert within Digital Business Banking Channels, you will play a key role in shaping and improving digital customer journeys that help Business Banking customers manage and grow their businesses. You will work at the intersection of customer needs, business objectives, technology, and innovation to deliver impactful digital solutions.

The team

You will be part of the Product Team Digital Business Channels within the Tribe Digital Business Banking.

The Product Team consists of two squads:

- A feature squad focused on developing Financial Health and Sustainability capabilities and exploring third-party integrations.
- A centre of expertise squad responsible for driving and coordinating Business Banking improvements across App and Web.

You will join the feature squad. Together with developers, UX designers, and other specialists, you will shape and deliver innovative digital solutions for Business Banking customers. Your work will focus on enhancing existing capabilities, developing new Financial Health and Sustainability features for Web and App, and exploring opportunities for third-party partnerships and integrations that create additional customer value.

We combine strategic thinking with hands-on delivery in a multidisciplinary and multicultural environment. Collaboration, shared ownership, and continuous learning from customer feedback and data are at the heart of how we work.

Roles and responsibilities

As a Customer Journey Expert, you will translate customer and business needs into impactful digital solutions and continuously improve the digital customer experience.

- Drive the development and optimisation of digital customer journeys across Web and App.
- Identify customer needs and opportunities through customer research, feedback, analytics, market trends, and competitor insights.
- Translate insights into clear product requirements, priorities, and measurable outcomes.
- Collaborate closely with developers, UX designers, and stakeholders throughout discovery, delivery, and implementation.
- Validate and test solutions to ensure they meet customer, business, regulatory, and quality requirements before release.
- Monitor journey performance and continuously improve customer experiences based on data and customer impact.
- Explore new propositions, innovations, and third-party integration opportunities.
- Contribute to delivering digital solutions that create measurable value for Business Banking customers.

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.

- Experience working in an agile IT delivery environment and collaborating effectively with Business, UX, and IT stakeholders.
- A strategic and analytical mindset combined with a hands-on approach that turns ideas into tangible results.
- Strong ability to create structure, maintain overview, and make data-informed decisions and priorities.
- Proven customer focus with a genuine interest in digital innovation, technology, and evolving customer needs.
- Excellent communication and stakeholder management skills that enable effective collaboration across disciplines and cultures.
- Ability to balance customer value, business objectives, and delivery feasibility.
- Strong problem-solving capabilities and a continuous improvement mindset.
- Initiative, ownership, and the ability to work independently while contributing to shared team goals.
- Experience translating insights and requirements into successful digital product enhancements.
- Passion for creating intuitive digital experiences that generate measurable customer impact.

Rewards and benefits

At ING, we invest in your personal and professional growth. We offer a competitive rewards package, flexible ways of working, and opportunities to continuously develop your skills and career.

Find out more about our employment conditions

Discover what we do and what we can offer you

About us

Within Tribe Digital Business Banking, we create digital solutions that help entrepreneurs run and grow their businesses more effectively. By combining customer insights, technology, and innovation, we deliver intuitive digital experiences that make banking simpler and more valuable for our customers.

Together, we are shaping the future of digital Business Banking by continuously improving customer journeys and creating solutions that make a real difference.

Questions

Do you have questions about the vacancy or recruitment process?

Frequently Asked Questions