Customer Journey Expert

Customer Journey Expert – Channel Management

Tribe: Channel Experience NL Product: Digital Channels NL

We’re looking for a hands-on Customer Journey Expert to raise and safeguard the quality of our digital channels (app & web). You’ll help set the bar for content quality, QA & controls, and smooth, reliable app releases.

What you’ll do

• Drive quality assurance and control activities across journeys and features.

• Improve copy quality and language consistency (EN/NL) across app and web.

• Contact teams and CJE’s throughout the NL-organization to follow-up on quality issues

• Support the QA squad and the Last Mile team with app release planning, testing, coordination and communications.

• Orchestrate operational tasks around release management and lead/coordinate regression testing and defect triage.

What you bring

• Orange Code mindset: take it on and make it happen; proactive, practical, precise; strong eye for detail.

• Working knowledge of Bloomreach and Adobe (e.g., Analytics/AEM).

• Familiarity with the ING app and website and how content/UX changes land across channels.

• Bonus: experience with mobile/web delivery and release notes/tooling (e.g., Azure DevOps).

• Experience with mobile app ecosystems, quality assurance, release processes or digital channel ownership is a strong plus.

• Affinity with ING’s digital channels landscape, including OneApp NL, OneWeb NL and the supporting squads.

• Fluent in English, both spoken and written. Understanding Dutch is a pro.

What we offer

• A collaborative, energetic team in Amsterdam (office right next to Bijlmer/Zuidoost train station)

• Flexible working: hybrid and partly remote – we typically come to the office 2 days a week

• Opportunities to learn and grow in an international, tech-driven environment

• The chance to make a real impact on millions of ING customers

About ING

With around 60,000 employees serving more than 38 million customers in over 40 countries, there’s no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation? Stay curious. Keep learning. Take on more responsibility. In return, we’ll help you grow into an even better version of yourself. Join us and apply today!