ING

Digital banking and sustainable lending

Customer Journey Expert - Customer Insights

Customer ExperienceConfirmed live in the last 24 hours

Full-timeFrankfurt, GermanyNo salary listedIn-person

About the Job

Requirements

A completed degree with a marketing focus, or a comparable qualification or training.
At least three years of professional sales experience, for example as a Customer Journey Expert in a Retail Product Tribe.
Ability to manage communication across channels.
Ability to independently develop business measures based on data analyses.
Analytical and holistic thinking and strong comprehension.
Stakeholder management, communication skills, and conflict resolution skills.
Presentation and facilitation skills.
Fluent spoken and written English.

Responsibilities

Develop and continuously improve data-based communication approaches for existing customers.
Derive precise customer insights in close collaboration with data analysts to identify suitable segments, triggers, and communication occasions; this is not a data analyst position.
Coordinate and align with stakeholders in the Product Tribes to ensure consistent and effective communication.
Create performance analyses and reports.
Derive suitable optimization measures to further develop customer communication.
Prepare results and discuss them with relevant stakeholders.

Customer Journey Expert – Customer Insights (m/w/d)

für Tribe Customer Interactions

Deine Aufgaben im Wesentlichen

• Entwicklung und Weiterentwicklung datenbasierter Kommunikationsansätze für Bestandskunden

• Ableitung präziser Customer Insights in enger Zusammenarbeit mit Data Analysts, um geeignete Segmente, Trigger und Kommunikationsanlässe zu identifizieren (dies ist keine Data Analyst Stelle)

• Koordination und Abstimmung mit Stakeholdern der Product Tribes, um eine konsistente und wirkungsvolle Kommunikation sicherzustellen

• Erstellung von Performance-Analysen und Reportings

• Ableitung geeigneter Optimierungsmaßnahmen zur Weiterentwicklung der Kundenkommunikation

• Ergebnisaufbereitung und Diskussion mit relevanten Stakeholdern

Am besten bist Du geeignet, wenn Du

• ein abgeschlossenes Studium mit Marketingbezug oder vergleichbare Qualifikation bzw. Ausbildung vorweisen kannst,

• mindestens dreijährige vertriebliche Berufserfahrung hast , z.B. als CJE in einem Retail Product Tribe

• kanalübergreifende Steuerung beherrschst,

• anhand Datenauswertungen eigenständig Business-Maßnahmen entwickelst,

• analytisches und ganzheitliches Denkvermögen sowie Auffassungsgabe besitzt,

• Stakeholder Management, Kommunikationsstärke und Konfliktfähigkeit zu deinen Stärken zählst,

• Präsentations- und Moderationsfähigkeiten hast sowie

• über fließende Englischkenntnisse in Wort & Schrift verfügst.

About the Company

ING

Digital banking and sustainable lending

ING provides digital banking and financial services to individuals and businesses worldwide. Its products and services include online and mobile banking, lending, payments, and advisory services designed to be frictionless so customers can make confident financial decisions. ING differentiates itself by focusing on sustainable choices, responsible lending, and sharing knowledge to help customers and partners realize their visions for a better future. The bank emphasizes empowerment over judgment and aims to finance change, partner with customers, and continuously innovate in a sustainable way. Its goal is to help people and businesses progress toward their goals while reducing barriers and making banking easier and more responsible.

Company size: 10,001+
Company stage: IPO
Headquarters: Amsterdam, Netherlands
Founded: 1991

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