Job Properties
  • Job Type
    Full-time Position
  • Category
    Marketing, Communication & Advertising
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      November 20,2021
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK

    Customer Journey Expert – Digital Content

    Customer Journey Expert – Digital Content, Amsterdam

    Your role & work environment:

    The Digital Channels Tribe at ING Wholesale Banking has a clear objective: “To become the best digital Wholesale bank by delivering an industry leading and consistent digital customer experience across all ING touch points.” You will help us achieving this goal by focusing on managing content across our digital channels.

    The channels owned by Digital Channels Tribe include the website, a web banking platform and a mobile app. Our customers are spread over more than 40 countries who use our channels to do daily banking, execute services and consume content. As Digital Content Expert you are responsible for creating new content experiences and customer journeys in order to increase the findability, usage, relevance and consistency of ING’s digital content.

    You will work according to the ING Agile way of working as part of the Expertise Team Content & Dialogue. You will work with different squads and stakeholders, will maintain the helicopter-view of what content is used where, and will be able to prioritise your tasks accordingly to get the most value for our customers.

    Your key responsibilities:

    Content management

    You will work in Content Management System ‘Bloomreach’, to maintain content on our website and web banking portal. You will analyse existing content and come up with improvements, that you will also implement yourself. This can be related to content effectiveness, relevance, consistency, findability, life cycle management, etc. You will help improving the CMS so content owners can easily manage their own content. And you will reuse content across channels.

    Content metrics and new trends

    Your content activities and improvements are based on data and measurements. You analyse what needs to be improved and after the executed changes you measure if the expected result has been achieved. You are an expert in your field and you are always up to date on new developments in digital content. You can translate the trends and new learnings to your daily work and take initiative to come up with new solutions. You can create the right content and search dashboards and metrics, so content owners can take action to improve their content.

    Content expert and advisory role

    As a content expert you will help other squads and Tribes with their content needs. You help them improve the quality of their content. You convince stakeholders to optimize their content to reach their goals, you make sure they use the right formats on the right touchpoints. You increase the knowledge level of digital content across Tribes by giving trainings, sharing knowledge and creating guidelines.

    We look for someone who…

    • is an expert in various elements of digital content; conversion, structure, images, videos, e-mail and newsletter creation
    • can measure if content items reach their goal
    • has knowledge on one of more Content management Systems, preferably Bloomreach
    • knowledge on internal and external Search (metadata, synonyms, search suggestions, ranking, intent recognition)
    • can assist in content marketing campaigns and is able to measure the results
    • is excited about technologies in the area of content
    • has near native English skills (verbally and in writing)
    • has a talent for taking it on and making it happen, and has enthusiasm for helping others to be successful
    • minimum of 3-5 years’ experience of working in the area of digital content
    • is a naturally collaborative person
    • has great communication skills

    What we offer

    A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment conditions.;

    • A salary tailored to your qualities and experience;
    • Flexible working hours and the possibility to work at home;
    • Reimbursement for travel expenses;
    • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days;
    • Pension scheme;
    • 13th month salary;
    • Individual Savings Contribution (BIS), 3.5% of your gross annual salary;
    • 8% Holiday payment;
    • Personal growth and challenging work with endless possibilities to realize your ambitions;
    • An informal working environment with innovative colleagues who strive for the very best.


    Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

    Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

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