ING
Digital Bank
CustomerJourneyExpert
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Journey Expert at ING. Skills: Customer Journey Expert, Business Analyst, Digital Channels, Agile Delivery. Own and evolve end-to-end customer journeys. Translate customer needs into journey designs”
What You'll Achieve.
Deliver measurable customer and business impact; Drive measurable outcomes; Deliver measurable customer and business impact
Industry & Context.
journey thinking and analytical mindset; Use data and insights to identify pain points, opportunities and root causes
What They're Looking For.
Must Have
3–5 years of experience as Customer Journey Expert, Business Analyst or similar role in complex and regulated environments, Solid experience working on digital channels and customer experience initiatives, Proven ability to operate in cross-functional and agile delivery setups, journey thinking and analytical mindset, Ability to define, read and interpret digital and journey KPIs, Confidence in working with documentation and sharing platforms (e.g. OrangeSharing), customer-centric and outcome-driven approach, Ability to connect customer perspective, business objectives and digital solutions, Clear communication skills, able to align diverse stakeholders, Comfortable operating in fast-paced and evolving environments
Nice to Have
Experience with experience design and collaboration tools (e.g. Figma)
What You'll Do.
Own and evolve end-to-end customer journeys
Translate customer needs into journey designs
Ensure journeys align with strategic priorities
Define and monitor digital and journey KPIs
Use data to identify pain points
Enable continuous improvement loop
Document customer journeys using OrangeSharing
Support journey design with FigJam
Translate needs into functional requirements
Contribute to backlog definition and prioritization
Promote customer-centric culture
How You'll Work.
Team & Collaboration
Work in a structured, agile and multi-functional environment; Collaborate with Product, UX, Tech, Risk, Operations; Co-design solutions with stakeholders; Advocate for journey thinking across teams
Communication Scope
Clear communication skills, able to align diverse stakeholders
Full Job Description
Role Purpose The Customer Journey Expert, within the Digital Tribe in the Private Individuals domain, is responsible for designing, governing and continuously evolving end‑to‑end customer experiences across the customer lifecycle, with a strong focus on digital channels, data‑driven decision making and value creation. The role covers the full Customer’s Life, ensuring coherence, consistency and quality of experiences across moments that matter. The CJE acts as an owner of customer journeys, combining customer insight, digital product thinking and process intelligence to drive measurable outcomes. Key Responsibilities **1\. Customer Journey Ownership** Own and evolve end‑to‑end customer journeys across the Customer’s Life, ensuring consistency, clarity and customer value. Translate customer needs, behaviors and expectations into journey designs and experience improvements. Ensure journeys are aligned with strategic priorities and deliver measurable customer and business impact. **2\. Digital KPI** Define and monitor digital and journey KPIs (e.g. experience quality, effectiveness, adoption, friction points). Use data and insights to identify pain points, opportunities and root causes along customer journeys. Enable a continuous improvement loop driven by evidence and measurable results. **3\. Experience Design & Tooling** Use **OrangeSharing** as the primary tool to document, govern and share customer journeys, processes and experience assets. Support journey design and collaboration activities through **FigJam** , enabling co‑creation, alignment and workshops with stakeholders. Ensure journey and experience documentation is clear, reusable and easily accessible across teams. **4\. Requirements & Digital Delivery Alignment** Translate journey and experience needs into clear functional and non‑functional requirements. Act as a bridge between business, UX and IT, ensuring shared understanding and effective delivery. Contribute to backlog definition and prioritization w
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