Job Description

The Channel Experience NL Tribe is looking for a Customer Journey Expert (CJE) for our Channels NL Area.

Working in the Channels NL area within our tribe, means working in in a dynamic environment. With thousands of customers & employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling and solutions in all assisted channels for NL, including call- and chatbots.

The domain in which you will be working, focus on the development of our (GenAI) chat channel. Together with our stakeholders, we strive for a best customer experience while reducing cost-to-serve. This challenging ambition, combined with this new development in GenAI, means that we are constantly on the move and strive to improve our channels every day.

Are you our new CJE/SM for our GenAI Chatbot development squad?

We are looking for a risk‑savvy and experienced Customer Journey Expert with a strong affinity for AI, who is also eager to take on the role of Squad Master within our Conversation Chatbot Interactions team. You will primarily focus on (GenAI) chat and its responsible adoption within ING.

You have a critical mindset, can think strategically, make decisions based on data, and have a strong drive to deliver meaningful progress. In this role, you not only shape customer journeys but also guide and support your squad in delivering high‑quality outcomes while embedding strong risk awareness in everything we do.

You will work in a multidisciplinary team of Data Analysts, Data Scientist, Dev/Ops engineers, and fellow Customer Journey Experts. Close collaboration with colleagues from CSNL, Global Assisted Platforms, and Daily Banking teams will be an essential part of the role.

What will you do

• You ensure that we develop and deliver the perfect chat journey with an average Customer Satisfaction Score (CSAT) for Chatbot of 3.6 or higher.
• You take ownership of chatbot for NL and drive its role as a strategic and compliant customer channel. You help evolve our chatbot into an interaction‑ and action‑driven experience that is frictionless, safe and meaningful for customers.
• You define and continuously optimize the orchestration of customers across channels (Chat, Search, Call and others), ensuring customers are guided to the right channel at the right moment. In doing so, you actively contribute to the implementation and scaling of Conversational Banking within the Dutch landscape, balancing customer experience, operational efficiency and risk‑controlled execution.

In order to achieve this, you will

• Dive deep into our journeys end-2-end! So chat, but also Search, Call and others! Analyze data, transcripts, and external reports to uncover key insights and opportunities.
• Shape the future by refining development ideas and turning improvements into reality within our chat model — always with a strong focus on risk awareness and responsible AI usage.
• Drive impact by partnering with business stakeholders to iterate, validate and improve new features so they consistently deliver real customer value.
• Initiate, coordinate and deliver risk cycles and risk assessments. You translate functional and journey changes into clear risk questions, align in detail with risk, compliance and legal stakeholders, and ensure all required steps, controls and approvals are properly designed, documented and completed.
• As Squad Master, guide the team in effective delivery, support them in their ways of working and maintain a strong focus on operational excellence and risk‑controlled execution.

How to succeed

• You bring 4–6 years of experience in change management and have a strong hands-on mentality. You don’t just define change, you actively drive and deliver it. You continuously strive for improvement in our customer journeys as well as in our ways of working, showing strong self-reflection and follow-up.
• You have affinity with data modelling, Generative AI and/or machine learning. Beyond this, you have a strong interest in these topics and are motivated to continuously learn and apply this knowledge in practice.
• Given that risk is a critical element in the safe and compliant use of AI, you have experience in successfully navigating and completing risk journeys. You are able to understand complex risk and compliance requirements and translate them into practical, feasible and scalable solutions that enable progress while remaining fully compliant.
• As member within the Channels NL Area, you’re passionate about providing customers and employees the best channel experience and highest standard of solutions we can offer
• You are analytical and driven by data rather than gut feeling. Experience as a data analyst and/or data scientist is an advantage.
• You love to challenge the status quo and propose creative solutions.
• You enjoy 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.

• In your role as Squad Master, you actively manage stakeholders, align expectations, and ensure clear communication between business, IT and other relevant parties.
• Master’s degree with relevant experience.
• Dutch on native level, fluent in English.

What we offer

• A challenging position within a bank that empowers people to develop their skills and really invests in your personal growth and development
• Job grade 11 (Global job scale 17)
• A 36-hour working week, based in Amsterdam but working in Hybrid mode (ING policy)
• An informal, energetic, positive and collaborative work environment with great people to work with.

More information?

If you have any questions about the position of Customer Journey Expert within the ACNL area, please contact Bas Heemskerk Product Lead and hiring manager for specific questions.

Ready to apply?

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!