About this role
Finance Business Support Customer Journey Expert - Business Insurance 11-09-2026 5.677 - 9.137 Medior, Senior Amsterdam Als Customer Journey Expert - Business Insurance bij ING optimaliseer je de end-to-end klantreis voor ondernemers: analyseer klantfeedback en funneldata, vertaal inzichten naar requirements, verwijder conversieknelpunten en stem verbeteringen af met Business, IT, UX, Risk en Compliance. Direct solliciteren Neem contact op Automatisch verbeterd voor betere leesbaarheid Customer Journey Expert - Business Insurance Role purpose: Own and optimize end-to-end customer journeys for business insurance to improve acquisition, retention, customer satisfaction, and operational efficiency across digital and assisted channels. Key responsibilities - Map, analyze, and improve customer journeys (quote, bind, service, renewals, claims touchpoints) using customer, behavioral, and operational data. - Identify friction points and root causes; define measurable hypotheses and run experiments (A/B tests, pilots) to validate improvements. - Translate customer needs into clear requirements, user stories, and acceptance criteria for product, UX, engineering, and operations teams. - Coordinate cross-functional delivery with stakeholders in underwriting, sales, service, claims, legal, and compliance. - Define and track KPIs (conversion, NPS/CSAT, retention, cycle time, error rates, cost-to-serve) and communicate insights through dashboards and reports. - Ensure journey changes align with regulatory requirements and internal risk controls. Required skills and experience - Business insurance knowledge and understanding of commercial customer needs and processes. - Customer journey management , service design, or product management experience in financial services or insurance. - Data-driven decision making with analytics tools, funnel analysis, and KPI management. - Stakeholder management and ability to drive alignment acro...