Customer Journey Expert for Collections
Customer Journey Expert for Collections
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1 Vacancy
Job Description
At ING we believe that financial setbacks should never define a customers future. Thats why we go beyond traditional collections offering proactive support personal guidance and smart solutions that help customers recover sustainably and regain control.
Role and responsibilities
As aCustomer Journey Expert in Collections youll play a key role in shaping a customer experience that builds trust provides clarity and inspires action. Youll work at the intersection of process communication and technology helping us create the most effective and human-centered arrears management journey in the market.
In this role you will:
- Oversee the full landscape of arrears management including policies processes and regulatory developments.
- Improve customer journeys and translate ideas into innovative customer-centric solutions via the service design methodology
- Create functional and technical designs and define clear business requirements.
- Collaborate closely with internal and external stakeholders communicating with care clarity and sensitivity.
- Work in an Agile environment contributing to continuous improvement and operational excellence.
Youll be part of a skilled and driven team that shares your ambition to make a real difference for our customers combining data empathy and technology to deliver the right solution at the right time.
Everything we do is aimed at one goal: helping customers move forward financially.
This role contributes directly to:
- Strengthening customer trust in ING through clear personal support.
- Preventing unnecessary referrals to debt collection agencies.
- Building sustainable customer relationships and reducing risk-related costs.
- Demonstrating INGs commitment to social responsibility and financial well-being.
Our reputation is our product. Every interaction is a chance to earn trust and that trust becomes the word-of-mouth that strengthens our brand and empowers our customers.
About you
You are someone who:
Has a passion for customer experience process design and risk management.
Thrives in a collaborative Agile environment.
Is both a strategic thinker and a hands-on doer.
Communicates clearly and empathetically with diverse stakeholders.
Has a strong affinity with IT and understands how to translate business needs into smart solutions.
Your background
- A relevant degree (HBO or higher) and at least 3 years of experience in a complex Agile environment (e.g. as Customer Journey Expert Business Analyst Product Manager or Process Manager).
- Fluent in Dutch and English.
- A team player who enjoys working toward shared goals and continuous improvement.
What we offer
We believe in helping you find the right balance between your career and personal life. Our benefits include:
- A salary tailored to your experience and skills
- A 3640 hour workweek with flexibility to suit your personal situation
- 242 vacation days (based on a 36-hour week)
- 3 diversity days per year (1.5 paid 1.5 unpaid)
- Up to 2 CSR days per year for volunteering
- 13th month salary and 8% holiday allowance
- Individual Savings Contribution (BIS) of 3.5% of your gross annual salary
- Mobility card
- Attractive pension scheme
- Hybrid working: focus from home collaborate at the office
You can find out more about our employment conditions here.
Ready to make an impact
Are you passionate about loyalty digital products and customer experience Do you enjoy working in a fast-paced international environment with strong stakeholders and constant change Then wed love to hear from you!
Procedure
Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure.
About us
Curious about how ING empowers people and businesses to move forward Discover what we do and what we can offer you.
Employment Type
Full-Time
