ING Bank Personeel BV is hiring a Sr. Customer Journey Expert Business Banking – Digital and Remote Sales Lending & Lease

ING Bank Personeel BV is looking for a Sr. Customer Journey Expert to join our Business Banking team. In this role, you will focus on enhancing the digital and remote sales journey for our Lending & Lease products, driving digital revenue growth and optimizing the full customer funnel for entrepreneurs.

What You'll Do

• Actively improve the digital customer journey for entrepreneurs.
• Set up customer research, analyze sales results, and initiate commercial improvements.
• Translate long-term goals into concrete actions using your knowledge of sales processes and digitalization.
• Analyze data to understand and optimize the full sales funnel, recognizing trends and deviations.
• Turn new project ideas into clear plans of action and ensure structured execution.
• Maintain structural contact with internal and external stakeholders, taking a proactive, coordinating, and constructive role.
• Act as a point of contact for senior management and collaborate intensively with sales and product teams.
• Manage lead flows to the remote advice team; optimize conversion and stop ineffective flows.
• Report sales performance for steering and management reporting.
• Conduct customer research to improve the customer journey.
• Develop new propositions and marketing initiatives with data analysts and the digital marketing team.
• Support the team by providing data insights and actively seek new ways to gain insights.
• Analyze and improve the funnel based on data and trends.
• Collaborate closely with internal and external stakeholders like IT specialists, digital marketers, conversion specialists, and remote & business advisors.

What We're Looking For

• Knowledge of the business market and what motivates entrepreneurs.
• Knowledge or experience in business lending (IT or Sales), leasing, or business intermediaries.
• Analytical strength and decisions based on data and facts.
• Ability to translate insights into usable applications for customers.
• Know how to effectively plan, execute, and complete projects.
• A content authority bringing experience and depth.
• Clear, honest, and impactful communication – both within the team and beyond.
• Dare to ask questions and keep stakeholders sharp.
• Help the team determine direction, set goals, and choose priorities.
• Completed HBO or WO education, preferably in a relevant direction.
• Minimum of 5 years of relevant work experience.
• Full command of the Dutch language is a hard requirement.

Nice to Have

• Affinity or knowledge of Adobe, Salesforce, Power BI, PowerPoint, and Cognos.

Technical Stack

• Adobe
• Salesforce
• Power BI
• PowerPoint
• Cognos

Team & Environment

You will be part of the Product Sales Team (PST) Lending & Lease within the Easy Banking department. The PST consists of three teams: intermediaries proposition, marketing, and remote sales. This role sits within the Remote Sales team.

Benefits & Compensation

• Salary aligned with your qualities and experience.
• 24-27 vacation days, depending on your contract, supplemented with extra diversity days and collective free days.
• Pension scheme.
• 13th month salary.
• Individual savings contribution (BIS), 3.5% of your gross annual salary.
• 8% holiday allowance.
• Personal growth and challenging work with endless possibilities.
• An informal working environment with innovative colleagues.
• Flexible working so new ideas come to life faster.

Work Mode

This is a hybrid role based in Amsterdam, working a 36 or 40-hour workweek partly from the office and partly from home.

ING is an equal opportunity employer.