Customer Journey Expert- Expats

REQ-10109512:
- 27/02/2026:
- Customer Journey:
- Brussel, BelgiëING Bank*
* Customer Journey Epert
- Epats At ING we value and support our employees before recruiting eternal talent. If you think this vacancy is the right net step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter. Your role & work environment At ING we have bold ambitions to improve the digital eperience for our customers while empowering people’s financial health. At the same time, we want to make a positive contribution to the society and the world we live in. In Tribe Daily Banking and Client First, we are responsible for:
- End-to-end management of daily banking products with all aspects (incl. definition of commercial strategy, value proposition design, delivery roadmap, P&L and risk management)
- Overall orchestration of mass retail segment (client ownership, acquisition, onboarding, retention, churn management, 3rd party services) Leading ING retail digitalization roadmap for delivering a superior digital/mobile customer e
- perience.

We offer
more than only daily banking services; we are also responsible for the growth of our customer portfolio in terms of both acquisition of new client and development of the relationship with eisting clients pertaining to their daily banking needs. You will be collaboration in a team who’s responsible to acquire prospects (Marketing and business perspective) and engage them to strengthen their relationship with ING by offering a supreme welcome feeling.

About the Role
You will be part of the ‘Customer Acquisition and Growth” domain within the Daily Banking & Client tribe, a strategic and important position in which you will strongly collaborate with other tribes. As a Customer Journey Epert (CJE) focused on the Epat Value Proposition, you will play a key role in designing and delivering seamless end‑to‑end eperiences for international customers who relocate to our markets. You will translate deep customer insights into compelling value propositions, products, and services that meet the unique financial, administrative, and emotional needs of epats. What you will be doing Working within a squad focused on supporting client acquisition, you will collaborate closely with product managers, data analysts, U/UI designers, marketing specialists, and operational teams to build, validate, and implement solutions that drive customer satisfaction, acquisition, and long-term engagement. You will be responsible for: 1. Customer Insight & Problem Discovery Conduct qualitative and quantitative research to deeply understand e
- pat personas, motivations, pain points, and financial needs across their relocation journey.
- Leverage customer interviews, journey mapping, benchmark studies, and market insights to identify key opportunities for differentiation and value creation. Monitor evolving trends in global mobility, e
- patriate services, cross‑border banking, and regulatory requirements. 2. Journey Design & Value Proposition Development Define and refine the end‑to‑end e
- pat customer journey, from pre‑arrival to settlement and long‑term banking needs. Shape a compelling value proposition that encompasses products, digital eperiences, onboarding, and service elements tailored to e
- pats.
- Translate insights into clear problem statements, hypotheses, and customer‑centered solutions.
- Build prototypes, orchestrate user tests, and iterate rapidly based on learnings. 3. Delivery & Implementation
- Collaborate with product owners and delivery teams to translate solutions into backlog items, acceptance criteria, and measurable outcomes.
- Work cross‑functionally to ensure smooth implementation across channels (branch, digital, remote advice, customer service).
- Build campaigns/events to drive awareness and attraction of customers towards our value propositions Monitor performance metrics and customer feedback to continuously improve the e
- pat offering. 4. Stakeholder Management & Cross‑Team Collaboration
- Work closely with compliance, legal, operations, and risk teams to ensure solutions meet regulatory standards.
- Partner with marketing and communication teams to align messaging, acquisition strategies, and activation campaigns. Ensure alignment and coordination across international teams, especially where e
- pat flows cross borders. 5. Metrics & Impact Tracking Track key E
- pat KPIs and their impact through dashboards and data-driven performance analysis.
- Identify and prioritize improvements based on evidence and business impact. What we are looking for A colleague with a talent for taking it on and making ithappen,enthusiasm for helping others to be successfuland a knack for always being a step ahead**. In other words, you strive to bring fresh i