Customer Experience Strategist

4 weken geleden

Amsterdam, Noord-Holland, Nederland ING Voltijd
About the Role

As a Customer Journey Expert at ING, you will play a key role in shaping the future of digital customer experiences. You will be responsible for designing and optimizing digital KYC customer interaction processes, improving customer satisfaction, and increasing the efficiency of our processes.

Key Responsibilities
  • Develop and implement a long-term vision for digital KYC customer interaction solutions
  • Ensure alignment with business strategy and customer needs
  • Analyze and improve all touchpoints of digital KYC processes
  • Lead and coordinate complex projects with IT, business, and compliance teams
  • Use data to make evidence-based decisions
  • Act as a point of contact for various stakeholders
  • Introduce new ideas and technologies to improve services

Requirements
  • Completed HBO/WO study and 3-5 years of relevant work experience in process improvement and/or project management
  • Strong analytical skills and ability to analyze large amounts of data
  • Project management skills, including planning, organizing, and executing projects
  • User experience (UX) skills, including designing user-friendly digital products and services
  • Excellent communication skills and ability to communicate clearly with stakeholders
  • Customer focus and ability to put customers at the center of all decisions
  • Problem-solving skills and ability to identify and solve complex problems
  • Adaptability and ability to respond flexibly to changes
  • IT savvy and familiarity with various IT technologies
  • Fluency in Dutch language

About ING

ING is a global bank with 60,000 employees and offices in approximately 40 countries. We are committed to helping people move forward in life and in business. We offer a dynamic and innovative work environment, with opportunities for personal growth and challenging work. If you are a motivated and talented individual who is passionate about customer experience, we encourage you to apply for this exciting opportunity.

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