Customer Journey Expert - Digital Content Manager @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING's software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?

The mission

You will be part of the Center of Expertise UX Design and Content within the Tribe Digital Delivery at ING Wholesale Banking. The Tribe Digital Delivery has a clear objective: "To be the best European wholesale bank powered by our global network." You will help achieve this goal by improving the digital content to create the best experience for our end-users across all our digital channels.

The channels owned by the Tribe include the INGWB.com website, the internet banking portal for Wholesale Banking clients, and the mobile app. Our customers, spread across more than 35 countries, use these channels for daily banking, services, and content consumption.

As a Digital Content Manager, you will help shape and execute content strategies that support business objectives and resonate with senior decision-makers at large corporate organisations. You will optimise the content to meet our strategy and communication objectives in terms of planning and evaluation, relevance, quality, consistency, and GEO.

You will work closely with a wide range of stakeholders from Brand and Communication, CS and UX, development teams, ING.com, subject matter experts, and Wholesale Banking senior management to create high-quality content, such as company information, product and advisory content, campaigns, thought leadership articles, client case studies, market reports, and service content.

You will be part of the Content Expertise Team and work according to the ING Agile way of working.

Your day to day

Content management

You are responsible for maintaining and improving the quality of all digital content across ING Wholesale Banking channels. Working with the Bloomreach CMS, you manage and optimise content to ensure accuracy, consistency, relevance, and findability. You also contribute to effective website and domain management, ensuring content is correctly structured, published, and governed across domains.

Content expert and advisory role

You act as a content expert and trusted partner for stakeholders across Tribes and squads. You advise, challenge, and guide content owners to improve their content and align it with user needs and business goals. You implement changes and raise content maturity by developing guidelines, sharing best practices, and delivering training.

Content performance

You use data and insights to drive content improvements. By working with analytics tools such as Adobe Analytics, you measure content performance, evaluate the impact of changes, and translate insights into clear recommendations. You stay up to date with developments in content and continuously apply learnings to improve content effectiveness.

What you'll bring to the team

• Minimum of 5 years of experience in digital content management and creation, preferably in the financial services or banking sector.
• Proven experience as a Content Manager, with strong expertise in storytelling, content lifecycle management, and findability (SEO/GEO).
• Experience in managing content translations across multiple languages and markets.
• Hands-on knowledge of website and domain management.
• Strong analytical skills, with the ability to translate data into insights and drive continuous improvement; familiarity with Adobe Analytics is a strong plus.
• Excellent stakeholder management skills, with the ability to drive, manage, and guide colleagues to optimise their content for maximum effectiveness.
• Experience with one or more Content Management Systems; working knowledge with Bloomreach is highly valued. Enthusiasm for keeping up with AI and content technology developments.
• Near-native English proficiency (verbal and written).
• Strong sense of ownership, with a proactive mindset and the ability to drive projects from start to finish.
• Ability to work effectively in a fast-paced and complex environment, managing multiple projects simultaneously.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).