Customer Journey Expert - Product Content Composition & Distribution

Vacancy Customer Journey Expert – Product Content Composition & Distribution

Location: Amsterdam

Organization: COO Domestic Netherlands – Tribe EC&A (Enterprise Content & Automation)

Area: Content Delivery

Working at ING means working with great people: friendly, collaborative and (we think) fun! We empower the people around us and our customers to stay a step ahead. A job at ING comes with autonomy and the expectation to drive progress, deliver superior value for our 38 million customers and create a more sustainable future for people and planet.

We are looking for a Customer Journey Expert who will play a key role in shaping how ING communicates with its customers and third parties globally. Our mission is to enable business departments across the bank to compose, enrich, and distribute messages in a consistent, compliant, and customer-centric way. You will work at the intersection of customer & user experience, technology, and regulatory compliance, ensuring that every message reflects ING’s brand promise and meets the highest standards of quality and relevance.

The team

This Customer Journey Expert position is part of the team that is jointly responsible for Inspire and the international roll-out of our communication chain. Inspire is a customer communication management platform that helps design, manage and deliver personalised communications across all channels, such as email, SMS and post. It enables our colleagues to create and deliver personalised customer communications. Inspire is used by ING entities in various countries and has over a hundred active users. Together with your team, you are jointly responsible for driving digital innovation, you will take user and business value to the next level and engage in (international) stakeholder management, customer support and the onboarding of new international ING entities. You will report to the Product Lead Content Composition & Distribution.
 

Roles and responsibilities

• Create impact: Deliver projects on time and with the right quality in collaboration with multifunctional teams.
• Design and Optimize Customer Journeys: Translate business needs into seamless communication flows that enhance customer experience across multiple channels (email, SMS, letters, push notifications, etc.).
• Content Delivery Enablement: Collaborate with business departments to ensure they can efficiently create and distribute personalized, timely, and compliant messages using ING’s content delivery platforms.
• Stakeholder Management: Act as a trusted partner for internal stakeholders (business lines, compliance, IT) to align on requirements, priorities, and delivery timelines.
• Continuous Improvement: Identify opportunities to improve processes, tools, and templates for content composition and distribution, leveraging automation and standardization.
• Data-Driven Insights: Use analytics and feedback to monitor performance of communication journeys and propose enhancements for better engagement and efficiency.

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.

Customer Journey expert is an exciting position that requires a strong profile. Therefore, we are looking for a candidate with the following qualities: 

Experience:  3+ years in customer journey design, content management, or digital communication within financial services or similar regulated environments. 

Skills:  

• Strong understanding of customer experience principles and omnichannel communication. 
• Ability to translate business requirements into functional solutions. 
• Excellent stakeholder management and communication skills. 

Mindset:  

• Proactive, collaborative, and customer-focused. 
• Comfortable working in an agile environment and adapting to change. 

Furthermore: 

• Owner of a master’s or bachelor’s degree