Customer journey expert

For the Collections Tribe we’re looking for

An ambitious (starter) customer journey expert that gets a lot of energy from initiating and implementing service improvements for customers with (potential) financial difficulty. You can combine analysis, theory and practice to really make a difference for the customers that need us when facing financial hardship. You’re passionate about realizing concrete propositions and impactful results for the customer.

What you’ll do

Work together with Data Scientist, Data Analysts, other Customer Journey Experts, Engineers and the operational colleagues (contact center) of Collections and continuously gather fact-based (customer) insights in order to develop innovative propositions and process improvements. These will then be piloted, monitored and measured for impact – all is possible within Collections!

Furthermore, you will make sure that propositions and improvements are implemented and aligned in the operational processes of Collections. You’re focus will primarily lie within the private customer segment. The needs of these vulnerable customers are shifting, you will ensure that our service will fully align with the specific needs of the vulnerable customers with (possible) financial difficulty.

You’re environment

The Collections Tribe is continuously improving the customer experience based on data-driven decisions in order to effectively support our customers in need. By aiding our customers with (potential) financial difficulty as early as possible with personal and tailored solutions the customer might have more chance of sustainably recovering. You’ll work within a young and ambitious environment with multiple improvement possibilities. As a customer journey expert you’ll work on customer solutions in a multidisciplinary team (a ‘squad’). From ideation and creation to implementation, all achievable in one team! You’re base is Amsterdam, however you’re prepared to occasionally travel to Leeuwarden.

How to succeed

An enthusiastic professional who is passionate about working towards impactful and concrete results.

You preferably are proud to be socially responsible and have affinity with helping customers with financial difficulty.

You like working in multidisciplinary teams and enjoy the shared responsibility of realizing the purpose of your squad. At the same time you understand that besides working in teams, you are also expected to be a self-starter working towards a common shared goal. Customer focus is your main driver. In short, you are a self-starter with fresh ideas, taking initiative, being independent but enjoy working in a team realizing our goals together. You’re driven to explore and develop yourself and your craft and expertise. You’re an example and ambassador to the Orange Code and our Agile way of working.

• You’re analytical and you have a problem solving attitude
• You operate from the customer perspective, focused on the customer journey
• You translate qualitative insights to relevant, impactful propositions and improvements; by doing so you’re able to connect different aspects of ING and Collections
• You generate, monitor, present and analyse relevant customer insights whereafter you prioritize based on value/impact for customer and ING
• You have an interest in the vulnerable customer segment with financial difficulties
• You are aware and interested in the Agile way of working and Customer Experience Management techniques
• You enjoy translating the customer needs towards IT solutions

Besides the above mentioned, you recognize yourself in:

• You strive to improve the customer situation, whereby you can work independently or in a multidisciplinary team
• You’re curious and always on the lookout for possible improvements
• You’re analyses and communication are sharp, tot he point and convincing
• You don’t get lost in complex situations
• You communicate, present and pitch your ideas excellently
• You’re enthusiastic and a real teamplayer
• You have experience in realizing and maintaining process improvements and operational management

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 :

To give you an idea, we will tell you about the benefits of working at ING:

• A competitive salary tailored to your qualities and experience
• Great internationalcareeropportunities
• Flexible working hours and the possibility to work at home
• Commuting allowance
• 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days. Additional forms of leave are possible.
• 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
• Progressive way of working according to the Agile method, so that new ideas come to life

Questions?

If you have any questions, please reach out to Marco Roos. Are you already sure that you are our next Customer Journey Expert? Please apply with your resume and remember to include your motivation. We would love to hear from you!

About us

With around 52,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation is that you’ll stay curious. Keep learning. Take on more responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring and supportive colleagues, there is no better place to invest your talents than at ING. Join us. Apply today.