Job Description
Location: Utrecht
Hours: 36 hours per week
Contract Duration: June 2026 – August 2026
Education Level: HBO / Bachelor's degree
Experience Required: Minimum 5 years
An experienced Customer Journey Expert is needed to improve and optimize client journeys within a Private Banking environment. The role focuses on creating seamless customer experiences, translating customer insights into practical improvements, and implementing changes within a complex corporate environment.
Key Responsibilities
Design and optimize customer journeys using data, customer feedback, and research
Identify and resolve customer friction points to improve service quality and efficiency
Manage KPIs such as customer satisfaction, service levels, and failure rates
Conduct customer research related to life events and banking services
Map and improve end-to-end journeys such as customer onboarding
Drive data-driven customer experience improvements
Build stakeholder alignment and present insights to senior management
Collaborate across multiple departments and client segments
Required Skills & Experience
Minimum 5 years of relevant experience in Customer Journey Management, Service Design, Innovation, Marketing, or related fields
Strong project management and PMO skills
Experience working in complex corporate stakeholder environments
Analytical and conceptual thinking combined with a hands-on mentality
Ability to translate customer insights into actionable improvements and presentations
Strong communication and stakeholder management skills
Experience within Private Banking or financial services is a strong advantage
Fluent Dutch (spoken and written)
Working Conditions
Hybrid working model
Weekly office presence preferred in Utrecht
Full availability required during the assignment period
Pre-employment screening and valid ID required before start date
Freelancers/self-employed professionals are not eligible for this assignment
