Customer Journey Expert Connecting Tribes Daily Banking

Note: We have a preferred candidate

Customer Journey Expert (Change Manager) Daily Banking Area Retail Operations Leeuwarden

Are you ready to lead change and make a real impact Do you thrive on improving processes leveraging cutting-edge technology and driving innovation Then this is THE opportunity youve been waiting for!

About the Organization: Daily Banking within Area Retail Operations

Welcome to Daily Banking within Area Retail Operations the beating heart of INGs service hub where we handle a staggering 1.7 million customer tasks every year. Operating across 7 dynamic teams our domain spans investments successions legal administration PCAC seizures and bankruptcies. Were at the forefront of providing seamless end-to-end services for our customers while striving for operational excellence.

Our mission To future-proof our operations hub by focusing on optimization digitalization and sourcing. We are the operational backbone of INGs Horizon 28 Strategy and a key player in shaping the future of Daily Banking Nederland.

This is the place where innovation meets execution! Imagine working in a hub where the latest technologies - AI robotics machine learning and automation - come alive. Here you wont just witness the impact of these technologies; youll lead it driving meaningful change and transforming the way we work.

What Youll Do

As a Customer Journey Expert (CJE) you will be part of the Connecting Tribes squad. A team of inspiring driven colleagues who will support and encourage you where needed. Together youll collaborate to achieve common goals but you will also take full ownership of your own projects and deliverables.

In this role you will:

• Define and deliver transformation projects that optimize processes reduce traffic and enhance efficiency within our Super Circle Daily Banking.
• Collaborate with Tribes to ensure ideas from the frontline are translated into practical impactful solutions.
• Build strong data-driven business cases for our digitalization sourcing and optimization initiatives ensuring these are well-grounded in facts and deliver measurable value.
• Lead the implementation of new initiatives such as phasing out legacy systems piloting new service propositions or introducing next-gen digital tools.
• Take initiative by identifying key opportunities and driving change in line with the strategic goals of Daily Banking.
• Engage diverse stakeholders from Super Circle Leads to IT specialists ensuring alignment and buy-in at every step.
• Drive innovation putting the latest digitalization and automation technologies into practice to make a tangible impact for our customers.

Why This Role Rocks

• Cutting-Edge Technology: Be part of the team bringing the latest advancements in digitalization and AI to life.
• Impactful Work: See the results of your work in action as we streamline processes for millions of customers.
• Strategic Vision: Play a pivotal role in delivering the Horizon 28 Strategy and shaping the future of Daily Banking Nederland.
• Collaborative Environment: Join a team where support encouragement and teamwork are key but where you also have the freedom to take ownership of your own projects.
• Dynamic Workplace: Work with talented colleagues in a high-energy results-driven environment.

What Were Looking For

Visionary Thinker: You embrace change and see possibilities where others see obstacles.

Data-Driven Decision Maker: You use facts figures and analytics to build robust business cases and drive impactful decisions.

Stakeholder Management Guru: You excel at bringing diverse groups together and connecting the dots.

Creative Problem Solver: You think outside the box and are not afraid to take calculated risks.

Digital Enthusiast: Youre excited about IT automation and digital transformation.

Proactive Initiator: You take ownership and lead the charge in driving change and innovation.

Requirements

• HBO/WO level of education.
• Experience with improvement projects (Green/Black Belt is a plus).
• Knowledge of banking processes IT tools and service concepts.
• Excel knowledge & Strong analytical and numerical insight.
• Fluent in Dutch and English.

What We Offer

• A permanent role in our team.
• A Front-Row Seat to Innovation: Be part of the action where technology meets operations.
• Development Opportunities: Extensive training to grow your career.
• Flexible Work Environment: Enjoy a 3640-hour workweek in a vibrant collaborative office in Leeuwarden.
• Competitive Salary: Tailored to your skills and experience (scale 11).
• Exciting Culture: Join a team that lives the Orange Code where we make things happen help others succeed and stay one step ahead.

Are you ready to take on this challenge and drive the future of Daily Banking Lets talk!