Business Analyst Digital

Role Purpose    The Customer Journey Expert, within the Digital Tribe in the Private Individuals domain, is responsible for designing, governing and continuously evolving end‑to‑end customer experiences across the customer lifecycle, with a strong focus on digital channels, data‑driven decision making and value creation.
The role covers the full Customer’s Life, ensuring coherence, consistency and quality of experiences across moments that matter. The CJE acts as an owner of customer journeys, combining customer insight, digital product thinking and process intelligence to drive measurable outcomes.

Key Responsibilities
Customer Journey Ownership    Own and evolve end‑to‑end customer journeys across the Customer’s Life, ensuring consistency, clarity and customer value.
Translate customer needs, behaviors and expectations into journey designs and experience improvements.
Ensure journeys are aligned with strategic priorities and deliver measurable customer and business impact.

Digital KPI    Define and monitor digital and journey KPIs (e.g. experience quality, effectiveness, adoption, friction points).
Use data and insights to identify pain points, opportunities and root causes along customer journeys.
Enable a continuous improvement loop driven by evidence and measurable results.

Experience Design & Tooling    Use  Orange Sharing   as the primary tool to document, govern and share customer journeys, processes and experience assets.
Support journey design and collaboration activities through  Fig Jam  , enabling co‑creation, alignment and workshops with stakeholders.
Ensure journey and experience documentation is clear, reusable and easily accessible across teams.

Requirements & Digital Delivery Alignment    Translate journey and experience needs into clear functional and non‑functional requirements.
Act as a bridge between business, UX and IT, ensuring shared understanding and effective delivery.
Contribute to backlog definition and prioritization with a customer‑value and outcome‑oriented mindset.

Cross‑Functional & Agile Collaboration    Work in a structured, agile and multi‑functional environment, collaborating with Product, UX, Tech, Risk, Operations and other stakeholders.
Co‑design solutions aligned with target operating models and digital strategy.
Promote a customer‑centric culture, advocating for journey thinking across teams.

Required Skills & Experience    Professional Experience      3–5 years of experience as  Customer Journey Expert  ,  Business Analyst   or similar role in complex and regulated environments.
Solid experience working on  digital channels and customer experience initiatives.
Proven ability to operate in  cross‑functional and agile delivery setups.
Digital & Analytical Skills      Strong  journey thinking and analytical mindset.
Ability to define, read and interpret  digital and journey KPIs.

Experience with  experience design and collaboration tools   (e.g. Figma).
Confidence in working with documentation and sharing platforms (e.g. Orange Sharing).
Mindset & Soft Skills      Strong customer‑centric and outcome‑driven approach.
Ability to connect customer perspective, business objectives and digital solutions.
Clear communication skills, able to align diverse stakeholders.
Comfortable operating in fast‑paced and evolving environments.
Location    Milan (hybrid)
The benefits of joining ING      Super flexible smart working
Competitive base salaries and performance based bonuses
Diverse cultures & Innovative mindsets
International Environment
Commitment to sustainability
Lots of training development opportunities to help you grow
Lots of moments dedicated to physical and mental well‑being
A special day off when it is your birthday
Free water & coffee at the office
Our Commitment    Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.
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