STA Customer Journey Expert for Assisted Onboarding

Are you excited about driving digital adoption and creating seamless customer experiences? We’re looking for a result and customer-driven CJE’er with strong skills in data analysis, stakeholder management and customer journey improvement. For a short Term Assignment we are looking for a Senior Customer Journey Expert – Onboarding in the tribe Daily Banking & Mobile Led.

Your mission
Help us maximize the impact of our digital onboarding journey by boosting adoption in assisted channels, and empowering Branches and ING ServicePoints to fully embrace this journey and continuously improve this journey. 

STA 
At ING, mobile is our strategic focus. We aim to onboard as many customers as possible through our digital channels. A key challenge is increasing adoption of the mobile onboarding journey within Branches and ING ServicePoints—and that’s where you come in.  This STA offers a unique challenge: use your analytical skills to make opportunities visible and to help Branches and ISP to onboard every customer via mobile. It will provide you with an opportunity to have direct impact on one of our principal tribe targets, while getting to know mobile onboarding as well as our physical channel really well. 

We are looking for a senior Customer Journey Expert with execution power, affinity with data-analyses, who loves to cooperate and has great stakeholder management skills.  Are you up for a challenge? Please read on! 

What you will do 

• Own the challenge: Drive mobile adoption across assisted channels. 
• Analyze and improve: Conduct data-driven research to identify opportunities and define actionable improvements. 
• Connect and influence: Act as the link between teams, encouraging Branch and ISP leads and employees to embrace change, collect feedback, and align this with the responsible teams to improve the digital journey. 
• Balance priorities: Find the right balance between strategic goals and short-term customer- and employee-experience, explain and challenge directions when needed. 
• Execute with impact: Translate ideas and insights into an ambitious, actionable plan—and deliver it in close collaboration with Commercial and Network Development, ISP Experts, and Leads. 

What you bring 

• A master’s or bachelor’s degree 
• Strong realization skills: you take ownership and make things happen 
• Excellent analytical skills and data-driven decision-making 
• Solid interpersonal and collaborative skills to engage various stakeholders 
• Fluency in Dutch 

Details of the STA 

• Duration: till the end of July 
• Location: Amsterdam Acanthus, hybrid working (min. 2 days onsite) 
• Job scale: 10 or 11 

Ready to apply? 
Interested in making a real impact for our customers and ING, while developing yourself in a great team? Apply now and help shape the future of onboarding!