Senior Customer Journey Expert

The Role of Customer Journey Expert within the Retail Contact Centre

Looking for a job as a Customer journey expert in which you are the key figure between tribes and our Retail Contact Centre? I invite you to keep reading.

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments.

To provide optimal support to our colleague’s handling these customer contacts, there are three Centers of Expertise (staff departments). These focus on the themes of Work Force Management, Connecting Tribes & Traffic Reduction, and our Chatbot.

For the Connecting Tribes CoE, we are looking for a Customer Journey Expert (CJE) who will be involved in translating changes from Tribes to our Area and the ambitions we have in terms of traffic reduction and growth in our customer experience score.

In this role, you ensure that changes implemented by Tribes in products, processes, and systems are optimally implemented within the Retail Contact Centre. This provides optimal support to our (Super) Circles so that they can handle incoming customer contacts correctly and efficiently.

Additionally, you are responsible for initiating and implementing projects that contribute to our goals in terms of customer experience, efficiency and sales. We, as Retail Contact Centre, are in a state of transition from call to chat. A transition in which we aim to make the customer as self sufficient as possible but are more than willing to assist where needed. Primarily through chat. This is an important transition we need to make diligently. Since a great customer experience is the aim, we need balance “do it yourself” and timely assistance, at the right moment and for the customer that’s most in need.

This will be an important part of your job.

In this role, you provide optimal support to our Circles so that incoming customer contacts can be handled correctly and in a timely manner. Some of your responsibilities include:

• Ensuring no changes are missed: Changes in products, processes, and systems come from the Tribes via the change calendar. You are in continuous dialogue with squads in the Tribes and stakeholders within our Area (such as the Work Force Management department and Circle Leads) to ensure that the changes you handle are properly implemented. You are the person who can determine where these changes have an impact within our Area, as process owners often do not understand the impact and need your expertise to make it clear.
• Minimizing the impact of changes on our Area: Together with the Tribe, you come up with smart solutions to minimize the number of customer contacts resulting from new actions and changes.
• Ensuring timely delivery of promised improvements: You are involved in these changes, understanding what will be delivered and when, and what the impact will be on our Area. You drive the realization by the Tribe and ensure that any deviations (and their associated impact) are identified in a timely manner.
• Achieving our goals in terms of efficiency and customer satisfaction: You are responsible for the realization of ongoing projects that lead to a reduction in customer contacts, more efficient handling of customer contacts, or increased customer satisfaction. You also independently initiate new initiatives that contribute to these goals.
• Making the interests of the Retail Contact Centre known within the organization: You know what our members need, and after gathering, prioritizing, and substantiating these requirements, you ensure that the Tribes take them into account in their prioritization.
• Working within ING's Way of Working: The squads have the responsibility, and you ensure that they take their responsibility and understand our interests. You support them with your expertise but do not take over their role.

What is required of you As a CJE Service & Efficiency, you are:

• Skilled in stakeholder management: You deal with various Tribes, squads, and (Super) Circles. You are able to connect all these parties and understand their interests.
• Someone who takes initiative: You don't wait for squads to come to you; you proactively reach out to ensure the changes are implemented as effectively as possible.
• Results-oriented and decisive: You don't wait around; you make sure things get done. You are good at conducting analyses and making quick decisions or driving fast decision-making.
• Able to maintain an overview and assess priorities in chaotic situations: These skills are necessary because we work in an operational environment where many different topics and changes come together on a daily basis.
• Data-driven: You know where to find relevant data and can prioritize based on the right facts, data, figures, and analyses.
• A good conversationalist: After all, you represent the interests of our Area. You can convey our viewpoints effectively.
• Organizationally sensitive: You are aware of what is happening in your area of focus and can connect different aspects. You can also switch quickly between conversing with CJE's and Product Area Leads in the Tribes, as well as members and Leads within our own Area.
• And you are creative: Over the past years, we have already managed to reduce many customer contacts. Finding new possibilities requires your creativity.

Requirements:

• HBO-level education or equivalent.
• 1-5 years of experience as a Customer Journey Expert / Formula Manager.
• Experience within a customer contact organization (preferred).
• Experience with Green/Black Belt projects (preferred).

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. You can find out more about our employment conditions at [https://www.ing.jobs/netherlands/Why-ING/benefits.htm>

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• 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
• An informal working environment with innovative colleagues
• awarded.

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. Apply today.

Questions?

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.