Customer Journey Expert Digital Channels

Senior Customer Journey Expert – Channel Management

Tribe: Channel Experience NL
Product: Digital Channels NL
Team: Last Mile NL

The Last Mile NL team is the owner and steward of the ING mobile app for the Dutch market, serving more than 8 million customers. As a Senior Customer Journey Expert, you play a pivotal role in safeguarding the quality, stability and customer experience of our channels—while coordinating releases, driving improvements and connecting stakeholders across NL and global teams.

What you’ll do

• Lead the end‑to‑end release management process for OneApp NL, including minor and major app releases and AppDate events (3× per year).
• Drive quality assurance for the ING app—monitoring app performance, friction trends and customer feedback, and coordinating fixes with feature teams.
• Own and continuously improve App Rating & NPS strategies by analysing Voice of the Customer, Store Reviews, App Ambassadors, and other signals.
• Analyse frictions across digital channels, translate insights into improvement journeys and ensure alignment with tribes and feature teams.
• Ensure smooth local landing of new global features such as subscription management, new visual identity, conversational banking, and other platform‑wide innovations.
• Act as the driving force behind customer‑centric improvements, balancing operational reliability with innovation and strategic priorities.
• Collaborate with Last Mile teams in Belgium, Italy, Germany and Australia to align release strategies, quality standards and customer experience improvements.
• Maintain close relationships with RCC, Webcare, CX teams, complaint management and incident management to ensure a unified and customer‑driven approach.
• Represent Digital Channels NL as a connector between feature teams, product leads and senior leadership.

What you bring

You are an experienced, senior Channel Management professional who thrives in fast‑moving, complex digital environments.

• Strong analytical, advisory and storytelling skills—you turn data into direction.
• Proven ability in project and programme management, delivering across multiple parallel tracks without losing control.
• Calm under pressure: you keep oversight, manage dependencies and guide others through complexity.
• Exceptional stakeholder management: you connect engineers, global providers, management, customer‑facing teams and everything in between.
• Deep orientation on customer experience (CX) and user experience (UX), supported by a broad understanding of friction hunting, VoC, app ambassadors and digital service quality.
• Hands‑on mindset aligned with the Orange Code: take it on and make it happen, proactive, precise, detail‑oriented.
• 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.

How to succeed

You’re curious, proactive, and ready to take ownership. You love technology and feel the excitement of releasing new features to millions of ING customers. You’re not afraid to speak up and you make things happen.

Your team

You will join a team of 4 senior CJE’s in Last Mile NL—together acting as the owners of the ING app in the Netherlands, responsible for quality, releases, customer feedback loops and alignment with global providers.

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!