Customer Journey Expert

NN and ING have set up a joint insurance project team called “One Orange Team,” with the goal ofbecoming Belgium’s fastest-growing digital insurance brand. The One Orange Team covers Non-Life insurance solutions, Life insurance solutions, and Investment solutions.

Although most members of the One Orange Team are part of the NN family and spirit, the team is physically located at ING’s offices and works closely with ING’s Insurance and Investment Tribes.

What does your job as a Customer Journey Expert look like?

As a Customer Journey Expert, you shape the entire digital sales journey for NN’s mobility insurance products within ING’s digital ecosystem. Your role combines strategy, customer experience, data analysis, and digital innovation to boost online sales and enhance customer satisfaction.

You turn insights into action, create seamless customer flows, and continuously improve the digital performance of mobility insurance products. You work closely with ING’s Digital Sales teams and NN Product teams to align strategy, prioritize opportunities, and maximize impact. If you're eager to revolutionize the world of insurance, this is the perfect job for you!

Your key responsibilities are:

Driving online sales

• Build and execute a complete action plan for mobility insurance online sales

• Develop segmentation and personalization strategies

• Continuously improve the digital sales funnel to maximize conversion

Designing and prioritizing the digital roadmap

• Define priorities and deliver a roadmap covering campaigns, contact strategy, retargeting & lead management

• Prioritize high value IT developments

• Translate business needs into business requirements, user stories, and test plans

Boosting traffic, engagement, and conversion

• Initiate and validate actions to increase traffic, improve conversion, and optimize the end to end customer journey

• Support product improvements and new value propositions

• Identify opportunities for commercial growth through digital journeys

Understanding the market

• Conduct competitive and market analyses focused on digital mobility insurance

• Identify trends and translate them into actionable opportunities

Ensuring cross selling success

• Develop smart cross selling strategies between ING banking products and mobility insurance

Managing performance and visibility

• Continuously evaluate ING’s digital positioning against competitors

• Propose improvements to strengthen digital visibility and customer acquisition

Improving customer satisfaction

• Implement initiatives to improve the Net Promoter Score (NPS) of digital customers

• Develop contact strategies tailored to each key life moment of the customer

This is how you fit perfectly into our team

• Master’s degree and 5+ years of experience in a similar digital, sales, or customer journey role

• Knowledge of mobility insurance is required (car, bike and/or motorcycle)

• Strong digital mindset; skilled in design thinking, agile, and analytics (e.g., Google Analytics or Adobe Analytics)

• Excellent communication skills in English with a good knowledge of French and/or Dutch

• Able to manage end to end projects and multiple stakeholders

• Passionate about innovation, digital trends, and continuous learning

• Customer centric, collaborative, and results oriented

• Training or experience in digital communication is a plus

• Able to cope with fast-changing priorities

• A competitive mindset

Who are we looking for?

NN is looking for people who give their best, come up with fresh ideas and are willing to take the initiative. People who can live by our values: care, clear and commit. We believe in an open and inclusive culture, where everyone feels welcome, valued and respected. So be yourself above all!

What you get with NN

Your attractive salary package