Senior Digital Customer Journey Expert

Senior Digital Customer Journey Expert – Digital Sales BE – Brussels – CJETechnical data function

ING Belgium, Marnix
Possibility of 50% work from home on the basis of a team agreement

Job Level 16

Your role & work environment

As a Senior Digital Customer Journey Expert, You will work in the Area Digital Sales BE, Tribe Digital & Customer Interactions. Your success indicator will be the overall digital & mobile sales contribution with a focus on managing the full digital buyer journey from paid & owned traffic generation, to mid and lower funnel conversion optimization. Experimentation, AB testing, data analysis & SEO.

Your key responsibilities

As a Senior Digital Customer Journey Expert, your challenge is to increase digital & mobile sales by driving qualitative paid and owned traffic towards our sales commercial pages in web & app, experimenting, analysing, and changing those pages to optimize for search engines (mainly Google) and conversion for our top digital products. As a Digital Customer Journey Expert in our team, you will create a positive customer experience while growing our sales. By conducting research, contribute to the experiment backlog and leveraging on analytic tools, such as Adobe Analytics, you will increase conversion of qualitative traffic of our website that will ultimately lead to digital & mobile sales.

What will you work on in our team, what will you learn to master:

èStrategic thinking and  project management

• You think through and develop strategic plans to improve conversion and sales results short mid and long term.
• You challenge status quo and come up with new ideas, test, experiments, to continously improve the customer journey and experience.
• You manage and optimize the complete buyer journey from traffic generation to lower funnel digital conversion.
• You’re responsible for long term impact. You understand and think through the complete customer funnel from exploration to conversion + activation, after sales and egagement with your target audiences.

èTraffic generation towards our sales pages

• You create and manage EtoE tactical sales marketing campaigns on paid and owned channels.
• You manage and optimize the paid & owned media plan (SEA & programmatic advertising, social media & content) in collaboration with the media team.
• You have an effective marketing spend management based on continuous optimisation and monitoring of performance and conversion.
• You create the best targets with DMP solution and retargeting audiences.
• You analyse the performance of all your action via Web Analytics (funnel analysis and dashboards, monitoring plan, tagging and attribution models) and you test them continuously in order to increase their efficiency.

è Improvements of our digital content strategy with an eye for conversion & SEO ranking

• You contirbute to the experimentation efforts and support the squads in that sense
• You optimize web pages for SEO, conversion & top nutch customer experience
• You follow up deliveries and make impact on short & long term by spotting new capabilities that could help our sales grow

è Identification of  best practices that can be used in other teams

• You make sure best practices on traffic generation, SEO and conversion are shared between the squads of the area
• You test out new traffic drivers, audiences, targetting techniques, creative formats, based on other teams learnings or to create new learnings.
• You increase the adoption of the conversion capabilities & toolings
• You maintain stakeholders relationship for the changes you apply

è Monitoring of digital & mobile sales for our products and take data-driven actions

• You monitor the full funnel performance from click to sale
• You monitor sales capabilities & share group best practices
• You are responsible of the SEO ranking of your products
• You set up experimentations, follow-up and share successful and failed cases.

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Senior Digital Customer Journey Expert, you will also need:

• At least 5 years’ experience in digital strategy, e-commerce, digital marketing, content management and/or innovation and a strong belief that digital is the way forward
• Feel comfortable with analytical tools like Adobe Analytics and Adobe experience platform, cognos, Jarvis, Semrush, keywords research & implementation, writing skills
• You love collaborating with different people and working within an international context
• Change, innovation & experimenting is part of your DNA: you are interested in how the world evolves, and translate this into the continuous improvement of our customer propositions & way of working
• You hold a Master’s degree or are qualified with relevant experience
• You are fluent in Dutch or French AND English

We offer you 

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavors’
• A progressive and agile way of working, where new ideas are valued ahead of convention

A hybrid way of working

•           We give the autonomy to our employees to let them organize their work in a flexible way that suits best for them while ensuring business continuity, customer service and employee wellbeing.

We redefine banking. What about you?

We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!