Business Analyst Digital

Location: Cusano

Experteer Overview  As a Customer Journey Expert within ING’s Digital Tribe, you design and govern end-to-end customer experiences across the lifecycle with a focus on digital channels and data-driven decisions. You own journey outcomes, ensuring coherence and value while collaborating with cross‑functional teams. You’ll translate insights into improvements and work toward measurable customer and business impact. This is a role that shapes how customers interact with ING’s digital services.
Retribuzione / Benefits   Own and evolve end-to-end customer journeys across the Customer's Life, ensuring consistency and customer value
Define and monitor digital and journey KPIs; use data to identify pain points and opportunities
Utilize Orange Sharing and Fig Jam for documentation, governance, and collaborative design of journeys
Translate journey needs into clear functional and non-functional requirements; bridge business, UX, and IT
Collaborate in an agile, cross-functional environment with Product, UX, Tech, Risk, Operations and others
Promote a customer‑centric culture and ensure journey thinking across teams
Responsabilità   3-5 years of experience as Customer Journey Expert, Business Analyst or similar in complex, regulated environments

Experience with digital channels and customer experience initiatives
Proven ability to work in cross‑functional and agile delivery setups

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