Customer Journey Expert - CX & Complaints

At ING, we believe that every complaint is a chance to improve. Are you our new colleague who will help turning complaints into smiles? Are you capable of executing change projects to elevate the customer experience? Do you have a passion for fact-based CX performance management? Do you also enjoy working with a diverse group of internal “customers”? Then you are the new Customer Journey Expert CX & Complaints (CJE) of the CX & Complaints team within the COO DBNL, Strategy & Employee Experience department.

The Team

The CX & Complaints team is part of the department COO Strategy & Employee Experience. Strategy and EX focuses on change, data, customer and employee experience of COO and the areas of Retail Contact Centre, KYCC & CS Daily Banking, Business Banking, Collections and Fraud. By addressing these centrally, we contribute to an excellent employee and customer experience. The CX & Complaints team focuses on the internal and external journey of complaints ánd second line complaints handling. Meaning the team is a combination of Customer Journey Experts and CLT members across Leeuwarden and Amsterdam.

Roles and Responsibilities

As a CJE CX & Complaints, your goal is to coordinate the design, validation and implementation of a seamless and transparent complaints journey in line with the ING experience. You will shape the customer journey, create and develop relevant processes, features and/or channel strategies, make decisions based on customer data and share responsibility for an optimal complaint process. You work closely with relevant internal and/or external stakeholders to translate new customer needs into tangible, data driven improvements in processes for complaints.

The role of CJE CX & Complaints will contribute to the professionalisation of Complaints Management within the COO domain. You will be end-to-end responsible for the entire ‘Complaints’ chain, ensuring an excellent customer journey when it comes to complaints by:

• Coordinate the improvement roadmap of the end-to-end customer journey for filing a complaint.

• Designing clear, compliant and intuitive touchpoints and processes – reducing effort and improving satisfaction.

• Implementing and maintaining a robust steering mechanism (incl. CSAT) to continuously monitor the performance.

• Translating customer signals and complaints data into meaningful journey improvements.

• Enabling Tribes and other stakeholders to act on complaint insights and drive structural improvements.

• Supporting the implementation of self-service, automation and improved tooling for complaints handling.

• Creating clarity across the organisation about what a good complaint experience looks like – for both customers and employees.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

• 5+ years experience in creating customer journeys and/or change management.

• Deep understanding of customer behavior and the ability to design empathetic and seamless journeys, even around sensitive topics like complaints.

• Data-driven mindset: you translate feedback, complaints, operational data and research into actionable insights and measurable CX improvements.

• Strong communication and storytelling skills: you know how to turn numbers into human stories, and inspire others to act on what matters most to customers.

• Excellent stakeholder management and influencing skills.

• Strong sense of ownership, creativity, and a proactive, self-starting way of working.

• Experience in fact-based performance management & project management.

• The personality and skills to thrive in an Agile environment.

• Fluent in spoken and written Dutch & English.

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. Find out more about our employment conditions.

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

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. 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.