Customer Strategy Expert

At ING we are looking for a Customer Strategy Expert

Your role and work environment :

We are seeking a talented and data-driven Customer Strategy Journey Expert to join our Customer Development Strategy Team within the Customer Interactions tribe.

The team is responsible for driving customer development by leveraging analytical and strategic skills through close collaboration with commercial communications, pricing teams, and all product tribes. The team plays a key role in supporting ING's growth ambitions by increasing the number of Mobile Primary Bank (MPB) customers.

Your key responsibilities :

As a Customer Strategy Expert, you will (alongside team members and the PO) :

• Act as the central point of contact (SPOC) for all topics related to the MPB KPI, consolidating insights, actions, and results across the organization. This role offers high visibility!
• Organize the monthly MPB Steering Committee, bringing together Tribe Leads, Business Leads, Product Owners, CJEs, and other stakeholders from Retail to align on progress, share updates, and drive coordinated actions.
• Analyze customer behavior and product usage in collaboration with data analysts to identify growth opportunities and translate them into actionable recommendations.
• Support product tribes by providing strategic insights and guidance to help prioritize and execute initiatives that contribute to MPB growth.
• Monitor the evolution of all drivers of the MPB KPI, proactively identifying trends, risks, and opportunities.
• Plan and drive campaigns and structural initiatives that foster customer development and long-term KPI improvement.
• Perform top-down and bottom-up forecasts, scenario planning, and target breakdowns by product and channel.
• Translate the annual MPB target into actionable goals for acquisition, cross-sell, and retention per product.
• Lead working groups focused on acquisition, cross-sell, and / or attrition, coordinating efforts across teams and ensuring alignment with strategic priorities.
• Create and present strategic reports and recommendations to local Retail MT and up to MBB level, ensuring visibility and alignment at all levels.
• Ensure autonomy and accountability in your work while collaborating positively with colleagues across the bank.

What are we looking for

If you wonder whether this job is suitable for you, here are some qualities we value highly for this role. If you identify with them, don't hesitate to apply!

A team player, follower of our Orange Code, with these behaviors and skills :

Technical Skills

Soft Skills

What do we offer

We value your time at work, the challenges you face, and the lessons you learn, but we also care about your personal life. At ING, we want your work to be fulfilling in every aspect, which is why we take care of even the smallest details.

Here's what awaits you :

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