Customer Journey Expert Home

NN and ING have set up a joint insurance project team called “One Orange Team,” with the goal of becoming Belgium’s fastest-growing digital insurance brand. The One Orange Team covers Non-Life insurance solutions, Life insurance solutions, and Investment solutions.
Although most members of the One Orange Team are part of the NN family and spirit, the team is physically located at ING’s offices and works closely with ING’s Insurance and Investment Tribes.
What does your job as a Customer Journey Expert Home look like?As a Customer Journey Expert Home, you shape the entire digital sales journey for NN’s home insurance products within ING’s digital ecosystem. Your role combines strategy, customer experience, data analysis, and digital innovation to boost online sales and enhance customer satisfaction.
You turn insights into action, create seamless customer flows, and continuously improve the digital performance of home insurance products. You work closely with ING’s Digital Sales teams and NN Product teams to align strategy, prioritize opportunities, and maximize impact. If you're eager to revolutionize the world of insurance, this is the perfect job for youYour

key responsibilities
are:Driving online salesBuild and execute a complete action plan for home insurance online salesDevelop segmentation and personalization strategiesContinuously improve the digital sales funnel to maximize conversionDesigning and prioritizing the digital roadmapDefine priorities and deliver a roadmap covering campaigns, contact strategy, retargeting & lead managementPrioritize high value IT developmentsTranslate business needs into business requirements, user stories, and test plansBoosting traffic, engagement, and conversionInitiate and validate actions to increase traffic, improve conversion, and optimize the end to end customer journeySupport product improvements and new value propositionsIdentify opportunities for commercial growth through digital journeysUnderstanding the marketConduct competitive and market analyses focused on digital home insuranceIdentify trends and translate them into actionable opportunitiesEnsuring cross selling successDevelop smart cross selling strategies between ING banking products and home insuranceManaging performance and visibilityContinuously evaluate ING’s digital positioning against competitorsPropose improvements to strengthen digital visibility and customer acquisitionImproving customer satisfactionImplement initiatives to improve the Net Promoter Score (NPS) of digital customersDevelop contact strategies tailored to each key life moment of the customerThis is how you fit perfectly into our teamMaster’s degree and 5+ years of experience in a similar digital, sales, or customer journey roleKnowledge of home insurance is required (fire and family insurance)Strong digital mindset; skilled in design thinking, agile, and analytics (e.g., Google Analytics or Adobe Analytics)Excellent communication skills in English with a good knowledge of French and/or DutchAble to manage end to end projects and multiple stakeholdersPassionate about innovation, digital trends, and continuous learningCustomer centric, collaborative, and results orientedTraining or experience in digital communication is a plusAble to cope with fast-changing prioritiesA competitive mindsetWho are we looking for?NN is looking for people who give their best, come up with fresh ideas and are willing to take the initiative. People who can live by our values: care, clear and commit. We believe in an open and inclusive culture, where everyone feels welcome, valued and respected. So be yourself above allWhat you get with NNYour attractive salary package is supplemented by some attractive fringe benefits such as:group and hospitalization insurancemeal and eco-vouchers20 holiday days and 12 days recovery timeTo discover your talents, develop them further and build on your career, you will receive:a diverse range of training coursesa comprehensive onboardingworkshops, coaching & well-being servicesopportunities for internal mobilityAt NN, we know how important it is to have a good work-life balance. That’s why

we offer
a flexible home working policy. To give your creativity an extra boost, you can, of course, always visit our new working environment in the bustling Brussels, easily accessible by public transport.
Do you see yourself working as a Customer Journey Expert Home?You are more than welcomeClick “Apply now” and make today your lucky day.
SummaryLocation: BrusselsType: Full time