Customer journey expert - Salesforce

Your role as Customer Journey Expert (CJE) in the chapter ‘Customer and employee interaction’ is to implement new journeys in our CRM application ‘Salesforce’. You will work on sales journeys that add the most value, you describe requirements, use data, employee feedback and relevant tooling. You work together with developers that technically implement the requirements, you communicate new features to our users, and you measure the usage to identify improvements.

ING’s ambition

We have the ambition to make the difference for people and for the planet, for our customers, our colleagues, our shareholders, and society at large. In this we are focusing on two overarching strategic priorities; giving our customers a superior experience and putting sustainability at the heart of what we do. This means that we will return to our core strength of putting the customer at the center; a superior customer experience is how we will stand out.

Your work environment: the ‘Omnichannel’ Tribe

Our ING Wholesale Banking customers are spread over more than 40 countries who use our channels to perform daily banking activities and to manage their finances across a range of products and services. The Omnichannel Tribe at ING Wholesale Banking has a clear objective: “We make daily banking digital and seamless for our customers and employees”. The channels owned by Omnichannel include client channels like ingwb.com website a web banking platform ‘InsideBusiness Portal’, a mobile app ‘InsideBusiness App’ and connectivity solutions InsideBusiness Connect’. We also offer digital employee channels: ‘InsideBusiness Service’ and ‘Salesforce’.

The Omnichannel Tribe is part of a new business unit: ‘Chief Transformation Office’. The focus of WB CTO is growing our digital differentiator across WB with the aim of future proofing our organization and improving the digital experience of our colleagues and our clients.

Your role and key responsibilities:

As Customer Journey Expert you are responsible for creating new and improved experiences and customer journeys to increase the usage of our features and increase employee satisfaction in the employee channel ‘Salesforce’. You will work according to the ING Agile way of working as part of the Chapter ‘Customer and employee interaction’. This chapter consists of digital experts that understand the end user needs of customers and employees. You translate qualitative and quantitative data into relevant insights and use them to develop and optimize digital interactive services and functionalities across countries and domains. So, think of a sales journey like the lead-to-deal process.

We look for someone who…

• minimum of 3-5 years experience in implementing journeys and features in an agile development lifecycle (preferably for a mobile app) is a MUST
• hands-on experience as an end user (or as a stakeholder in IT implementation) of Salesforce or any equivalent CRM application is a MUST
• minimum of 2 years experience in Front Office/Relationship Manager role is highly desirable
• is analytical and structured, has demonstrated the ability to analyse complex situations and can translate requirements into features and ‘user stories’
• can document process flows and assist in risk, compliance and regulatory discussions
• can determine which features bring the most value to our commercial front office employees
• understands the finance industry (preferably Wholesale Banking)
• is data driven, makes data-based decisions and is fully aware of data related risks
• some AI or data analytics experience is highly desirable
• is a naturally collaborative person who enjoys working with different cultures
• has good English skills (verbally and in writing)
• can work in a complex organisation with stakeholders in many countries
• has a talent for taking it on and making it happen, and has enthusiasm for helping others to be successful 
• has great communication skills

How to succeed 

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop yourself.

Rewards and benefits  

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm 

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience 
• 24-27 vacation days depending on contract 
• Pension scheme 
• 13th month salary 
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary 
• 8% Holiday payment 
• Personal growth and challenging work with endless possibilities 
• An informal working environment with innovative colleagues 
• Work Agile, so new ideas come to life faster