Customer Journey Expert – Policy & Compliance

Are you a customer-focused professional with a sharp eye for compliance and policy? Do you want to contribute to improving the financial health of our customers by designing journeys that meet internal policy’s & regulatory requirements and customer needs? Then this role as Customer Journey Expert within Collections is for you.

The team

At Collections NL, we help customers with (potential) financial difficulties in a personal, smart, and frictionless way. We combine digital self-service with personal support in complex situations. As a Customer Journey Expert, you are responsible for designing, improving, and monitoring customer journeys within Collections — with a focus on compliance and credit risk policy.

You will work in a multidisciplinary team within the Tribe Collections, together with Product Leads, Squads, and our Safe Business Officer.

Role and responsibilities

• Translate internal and external regulations (e.g., CCDII) into concrete improvements in customer journeys.
• Own the topic of compliance and risk policy within our tribe, ensuring we meet both internal and external regulatory expectations.
• Monitor journey performance and use data to identify risks and opportunities.
• Collaborate with stakeholders within Collections, Risk, Compliance, and Product teams.
• Ensure sourcing compliance with external partners within Collections.
• Contribute to a culture where customer focus and risk awareness go hand in hand.

About you

• Academic working and thinking level (WO).
• Experience with customer journey management in a regulated environment.
• Affinity/experience with 1st line credit risk management is a big plus.
• Knowledge of the debt collection domain and relevant legislation is a plus.
• Strong stakeholder management skills.
• Analytical skills and experience with impactful data-driven work.
• Fluent English (Dutch is a pre).

What we offer

A meaningful role where you make an impact on customer experience and risk management. A team of driven professionals working together on sustainable solutions. Room for personal development and growth opportunities. Flexible working, attractive employment conditions, and an inspiring work environment.

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. See the employee benefits here: Benefits in the Netherlands.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 25-28 vacation days depending on contract hours
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities

Interested?

Apply directly online. Send your CV and motivation letter. We look forward to your application.

Procedure

Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview. The full procedure consists of two interview. 

About us
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