Customer Journey Expert - Channel Management IV

The Channel Experience NL Tribe is looking for a Customer Journey Expert for our Digital Channels Area. Working in the Channels NL means working in a dynamic environment where we continuously improve customer and employee journeys across ING's Dutch channels including the ING App, Web and Employee Portal. With thousands of customers and employees using these channels every day, we are responsible for safe, stable, user-friendly and innovative digital solutions.

The domain you will be working in focuses on Customer Relationship Management (CRM) processes and customer journey development, covering Lead Management, Plan Ahead, Complaints, Appointment Booking and more. You will help improve end-to-end CRM experiences that are used by thousands of customers and employees daily.

Are you our new Customer Journey Expert? We are looking for a strong, curious and proactive Customer Journey Expert who can truly listen; someone who digs deeper than the first answer, asks the right questions, and uncovers what stakeholders actually need. You will engage with Sales, IT and Risk stakeholders and translate their needs into clear, actionable improvements.

Werkzaamheden

• Translate global products towards a NL proposition
• Improve and refine CRM processes for the NL market, including Lead Management, Complaints and Appointment Booking
• Analyse and map customer journeys, identify pain points and propose effective improvements
• Setup, maintain and align roadmaps
• Facilitate conversations with stakeholders and uncover underlying needs and root causes
• Prepare user stories and support requirement gathering for IT delivery teams
• Support functional testing and validate delivered improvements
• Work closely with Sales, IT and Risk stakeholders to ensure smooth delivery
• Help coordinate release planning and follow-up

• Excellent stakeholder skills able to look beyond the first answer
• Analytical mindset and structured working style
• Strong communication and facilitation skills
• Ability to translate process insights into concrete improvements
• Curiosity, critical thinking and a drive to improve customer and employee experiences

The Channel Experience NL Tribe is looking for a Customer Journey Expert for our Digital Channels Area. Working in the Channels NL means working in a dynamic environment where we continuously improve customer and employee journeys across ING's Dutch channels including the ING App, Web and Employee Portal. With thousands of customers and employees using these channels every day, we are responsible for safe, stable, user-friendly and innovative digital solutions.

The domain you will be working in focuses on Customer Relationship Management (CRM) processes and customer journey development, covering Lead Management, Plan Ahead, Complaints, Appointment Booking and more. You will help improve end-to-end CRM experiences that are used by thousands of customers and employees daily.

De opdrachtgever is ING Bank N.V.

De gesprekken vinden plaats op de volgende momenten:

• Woensdag 1 april 2026, 13:00-14:00
• Woensdag 1 april 2026, 14:00-15:00
• Donderdag 2 april 2026, 13:00-14:00
• Donderdag 2 april 2026, 15:45-16:45
• Maandag 6 april 2026, 14:00-15:00

Optie tot verlenging: Niets over bekend.

Hybride: working in Hybrid mode (ING policy)

Fee: De administratieve partner rekent een aanvullende fee van € 2,50 boven op het uurtarief.

Overig algemeen:

This role is ideal if you want to make real impact on customer experience in a complex banking environment. You will have ownership, responsibility and strong support while delivering meaningful improvements.

A chance to work on a high-visibility scope, where you can really make a difference in how well our client-facing colleagues can support our customers in often complex journeys. A supportive and collaborative team environment. Opportunities for professional growth and development. Job grade 10 or 11 (Global job scale 16 or 17).

De inhuur verloopt via een administratieve partner.