Customer Journey Expert – Connecting Tribes & Retail Contact Centre

Looking for a role where you can make a direct impact on both customer experience and operational efficiency?

Within the Retail Contact Centre (RCC), we are looking for a Customer Journey Expert (CJE) who acts as the vital link between our Tribes and the Retail Contact Centre. In this role, you ensure that changes in products, processes, and systems are implemented smoothly, while driving initiatives that reduce customer contact, improve efficiency, and enhance customer satisfaction.

About the Retail Contact Centre

The Retail Contact Centre is ING’s customer contact organisation, handling approximately 3 million customer interactions annually through phone and chat. We support customers with questions about Payments, Cards, Mobile Banking, Mortgages, Investments, and many other banking services.

To support our frontline colleagues, the RCC consists of several Centres of Expertise, focusing on:

• Workforce Management
• Connecting Tribes
• Chatbot & Digital Service

For the Connecting Tribes Centre of Expertise, we are looking for a Customer Journey Expert who thrives in a dynamic environment where change, customer experience, and operational excellence come together.

Your role

As a Customer Journey Expert, you ensure that changes delivered by Tribes are implemented effectively within the Retail Contact Centre. You understand the impact of these changes on our customer journeys, operations, and employees, and help shape solutions that work for both customers and colleagues.

You will:

Drive successful change implementation

• Act as the primary point of contact between Tribes and the Retail Contact Centre.
• Assess the impact of upcoming changes in products, processes, and systems.
• Ensure all relevant stakeholders are informed and prepared.
• Translate complex changes into clear actions for our operational teams.

Reduce customer contact and improve customer experience

• Work with Tribes to minimise unnecessary customer contact resulting from changes.
• Identify opportunities to simplify journeys and remove friction points.
• Initiate and implement improvements that increase customer satisfaction and operational efficiency.

Manage delivery and stakeholder alignment

• Monitor change delivery timelines and identify risks or deviations early.
• Engage effectively with Product Area Leads, Customer Journey Experts, Circle Leads, and operational teams.
• Represent the Retail Contact Centre’s interests in prioritisation and decision-making.

Drive data-driven improvements

• Use data, customer insights, and operational performance metrics to identify opportunities.
• Build business cases and prioritise initiatives that deliver measurable value.
• Track outcomes and ensure improvements generate the intended impact.

Champion the RCC perspective

• Understand the needs of our frontline colleagues and customers.
• Ensure Tribes consider these needs when designing and prioritising solutions.
• Influence without direct authority and drive action through collaboration.

What you'll bring

You are a proactive and results-oriented professional who enjoys navigating complexity and connecting people across the organisation.

You have:

• Strong stakeholder management skills and the ability to build relationships across multiple levels of the organisation.
• A proactive mindset and a strong sense of ownership.
• The ability to make decisions and drive progress in a dynamic environment.
• Strong analytical and problem-solving skills.
• An affinity with data-driven decision making.
• Excellent communication and influencing skills.
• Strong organisational awareness and the ability to balance different interests.
• Creativity and curiosity to identify new opportunities for improvement.

Requirements

• HBO degree or equivalent level of thinking and working.
• 1–2 years of experience as a Customer Journey Expert, Formula Manager, or in a comparable role.
• Experience within a customer contact or service organisation is considered a strong advantage.
• Green Belt or Black Belt project experience is a plus.

What we offer

At ING, growth and development are central to everything we do. You'll join a team of passionate professionals and have the opportunity to make a visible impact on both customers and colleagues.

We offer:

• A role where you can directly influence customer experience and operational performance.
• A dynamic environment with continuous change and development.
• Opportunities for personal and professional growth.
• Job Grade 9 (Grade 10 depending on experience).
• Flexible working arrangements.
• Location: Amsterdam or Leeuwarden.

Interested?

Do you recognise yourself in this profile and are you excited about helping shape the future of the Retail Contact Centre?

We would love to hear from you. Please apply with your CV and motivation letter. If you have any questions about the role, feel free to reach out.