We're looking for a Customer Journey Expert - Online Leasing to optimize digital customer journeys and drive commercial success. The role involves developing new Lease journeys, improving current Online Leasing journeys, and using data and customer feedback to improve customer satisfaction and conversion.
Requirements
- Develop new Lease journeys and improve current Online Leasing journeys
- Optimize conversion of the Online Instant Lease & (later on) Fast track journeys
- Use data and customer feedback to improve our journeys (with focus on the digital journey) to reach a higher conversion and customer satisfaction
- Be bold in internal and external (LinkedIn) media on everything around Lease (digital and non-digital)
- Analyse to improve dashboarding and create a better understanding of how customers behave and where pain points are
- Focus on delivery through collaboration, ability to bring people together to work towards the same purpose
- Use data and customer feedback to create marketing campaigns and communications to attract potential customers (both existing ING BB and new to bank) to grow the inflow of the digital journey’s
- Understand the need to comply with regulations and policies, but dare to debate alternatives
- Experience in explaining complex issues in an easy-to-understand way to get people on board, including by using your strong analytical skills
- Experience in product management
- A go-to expert in social media, marketing and sales
- Conduct user research and analysis to gain a deep understanding of the needs of our customers and employees to identify areas of improvement;
- Bridge the gap between business and IT by translating customer needs into scalable, compliant, and technically feasible solutions;
- Experience in explaining complex issues in an easy-to-understand way to get people on board, including by using your strong analytical skills
- Expertise in -selling of- (lease) products
- A sufficient level of English / preferable also Dutch
Benefits
- 25-28 vacation days depending on contract
- Pension scheme
- 13th month salary
- 8% Holiday payment
- Hybrid working
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues
