Customer Journey Expert – Assisted Channels NL

The Digital, Assisted & Customer Interactions Tribe is looking for a Customer Journey Expert (CJE) for our Assisted NL Area with CRM-affinity

Your work environment:

Working in the Assisted NL area means working in in a dynamic environment. With thousands of employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling in all assisted channels including call- and chatbots. We ensure that our customers and employees always have the best experience supported by one generic global assisted channels toolkit. Therefore, we work closely together with the Global Assisted Platform (as global provider of the assisted toolkit), our Belgian Assisted colleagues (for CRM), and Global Analytics (for our current chatbot and GenAI), and many other tribes that contribute to the assisted channels for NL users. And of course with all employee user groups, from branches and ISPs to the advisors and relationship managers serving our different product and segment needs.

Iris is the global platform for all advisory, contact centers and back-offices employees to handle every customer demand with ease. Iris should provide an seamless and reliable experience supporting our employees in their daily work interacting with customers. And while the core of Iris is run by our Global Assisted Platform Area, The Iris NL Product team is responsible for the local implementation of Iris in NL incl support to other tribes and NL user groups the development and improvement of specific NL-owned Iris features such as the NL product overview, appointment booking, or Plan Ahead, our omnichannel tool providing overviews and insights on how a household is doing financially, now and in the future the CRM roadmap for ING NL, where the aim is to close the current CRM gaps enabling more value creation through our relationship based operating models (PriBa and BuBa).

We are looking for a CJE with broad affinity with Assisted Channels in NL, its users and their end-2-end journeys. But a special interest in CRM journeys across the different (relationship-focused) user groups and how these translate to (future) needs for the development of the new CRM capabilities.

Your key responsibilities:

These elements will surely be part of your work:

• Understanding user journeys and underlying needs
• Understanding CRM capabilities (e.g. lead management, reporting, 360 view, cluster management, account planning, etc.), processes and how these should work together. Preferably with an understanding of relational banking (e.g. cluster-based approach)
• Creating the requirements for the solution to be developed, based on your thorough understanding of business need, technical possibilities, and industry best practices
• Proactively collaborating with other squads – mainly outside our area - to ensure timely deliveries of high-quality CRM features
• Maintain good relations with stakeholders within and outside our tribe

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

• Master’s or bachelor’s degree with relevant experience delivering end-to-end customer journeys based on PACE and agile delivery skills

• Strong affinity with the value and complexity of CRM capabilities, especially in relationship based operating models

• Strong experience working in a bus-dev-ops environment: you are able to work together with colleagues with different IT skills to translate requirements into proposed solution design and make sure IT-development can be properly done

• You strive to bring improvement everyday: whether it is in (y)our journeys or in (y)our own way of working. In doing so, you show strong self-reflection and follow-up

• You are analytical and driven by data rather than gut feeling

Rewards & benefits 

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

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience in global job scale 17 / function scale 11
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meeting you!

If you have any questions about the position of Customer Journey Expert within the ACNL area, please contact Robert Slot, Product Lead and Product Area Lead a.i. and hiring manager for specific questions.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!