Customer Journey Expert - Cashbacks & Loyalty

Shape the future of customer loyalty at ING

At ING, we're building the next generation of banking experiences. We believe banking should not only help customers manage their finances but also create value in their everyday lives. That's why we're investing in innovative cashback and loyalty propositions that reward our customers and deepen their relationship with ING.

We're looking for a Customer Journey Expert – Cashbacks & Loyalty who is passionate about customer engagement, proposition development, and creating meaningful customer experiences. In this role, you'll have the opportunity to shape how millions of customers discover, activate, and engage with ING's rewards ecosystem.

If you're excited about combining customer insights, commercial thinking, data, and innovation to create propositions customers genuinely value, we'd love to hear from you.

Your role and work environment

You'll join the Customer Acquisition & Growth Domain within the Daily Banking & Client First Tribe.

Our mission is simple: attract new customers, strengthen relationships with existing customers, and create experiences that keep customers engaged throughout their lifecycle with ING.

As part of a multidisciplinary squad, you'll work alongside product managers, marketers, analysts, UX designers, and partner management colleagues to deliver customer experiences that are simple, rewarding, and impactful.

You will also collaborate closely with a dedicated Partner Manager to translate partner opportunities and cashback benefits into compelling customer propositions that drive engagement and business growth.

Your impact

As Customer Journey Expert – Cashbacks & Loyalty, you will define and drive ING's cashback and loyalty proposition from strategy through execution.

You'll own the vision, roadmap, and customer experience, ensuring our proposition remains relevant, competitive, and valuable to our customers.

Your work will directly contribute to:

• Increasing customer engagement and retention
• Driving awareness and adoption of loyalty benefits
• Creating innovative cashback and rewards experiences
• Strengthening customer advocacy and loyalty towards ING
• Supporting ING's strategic growth ambitions

This role sits at the intersection of customer experience, product management, commercial growth, partnerships, and marketing, giving you the opportunity to make a visible impact across multiple areas of the business.

What you'll be doing

Define the loyalty vision

• Develop and own the cashback and loyalty strategy and roadmap
• Identify customer needs, market trends, and growth opportunities
• Translate customer insights into innovative features and benefits
• Prioritize initiatives based on customer value and commercial impact

Build propositions customers love

• Continuously evolve ING's cashback and loyalty proposition
• Design reward structures, benefits, and engagement mechanisms
• Create compelling value propositions for different customer segments
• Ensure alignment with ING's broader customer strategy

Create seamless customer journeys

• Own the end-to-end cashback and loyalty experience
• Identify and remove friction points across customer journeys
• Collaborate with UX, Digital, and Data teams to optimize experiences
• Validate solutions through experimentation and customer feedback

Drive growth and engagement

• Develop strategies to increase customer participation and usage
• Partner with Marketing and CRM teams on campaigns and activations
• Launch new propositions and capabilities successfully
• Drive customer awareness and ongoing engagement

Measure and optimize performance

• Define success metrics and KPIs
• Monitor proposition performance and customer behaviour
• Build business cases and evaluate commercial impact
• Use data-driven insights to continuously improve outcomes

Who we're looking for

You're passionate about creating customer experiences that drive engagement and deliver real value. You combine a customer-first mindset with strong commercial awareness and enjoy turning insights into impactful propositions.

What you'll bring

• Experience in product management, proposition management, CRM, loyalty, customer engagement, or growth marketing
• A proven ability to translate customer needs into successful products and propositions
• Strong commercial acumen combined with a customer-centric mindset
• Confidence in using data, experimentation, and insights to drive decisions
• The ability to balance strategic thinking with hands-on execution
• Strong stakeholder management and influencing skills
• Residency in Belgium and fluency in English. Dutch and/or French language skills are a strong plus.

Nice to have

• Experience with cashback, rewards, or loyalty programs
• Experience in banking, fintech, e-commerce, telecommunications, or subscription-based businesses
• Knowledge of CRM, personalization, and customer analytics
• Experience managing external partnerships or strategic alliances

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• An attractive gross salary, depending on your job category and professional experience.
• Flex Budget
• 20 statutory holidays, plus an additional 9–11 days of annual leave, 1 regional public holiday, and 4 bank holidays
• Profit Sharing
• Reimbursement of your train or bus pass
• Telephone subscription and internet allowance
• Pension Plan
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us

This is a unique opportunity to build and scale one of ING's most important customer engagement propositions. You'll have end-to-end ownership, direct business impact, and the freedom to shape experiences that customers interact with every day.

Ready to redefine customer loyalty in banking? Join us and help customers stay one step ahead. Discover what we do and what we can offer you.

Questions or want to apply directly?
Should you have any questions, please contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button. We are looking forward to meeting you!