CJE Subject Matter Expert & Change for Super Circle Collections

Do you want to be the driving force behind change and improvement within the Super Circle Collections
Are you process-oriented analytically strong and enthusiastic about guiding change Do you want to contribute to an organization that truly helps customers with financial difficulties and supports employees in their expertise Then this position as CJE Subject Matter Expert (SME) & Change within the Super Circle Collections is for you.

Your New Work Environment

We make the difference by being your partner in times of potential financial difficulties and we ensure no customers get into arrears.

Our ambition is to help customers with financial concerns in a sustainable and effective way. This means focusing on a customer-centric approach with attention to prevention guidance and sustainable recovery. We aim to be an organization that responds flexibly to changes in legislation technology and customer needs and that supports employees with the right tools process improvements knowledge and structure.

Collections NL wants to make a difference by being a partner for customers with (potential) financial difficulties. We offer customers personal smart and accessible solutions aiming to keep or make them financially healthy in a sustainable way. We do this by facilitating digital self-service and providing personal guidance in complex situations.

Within the Super Circle Collections we work with self-organizing teams (Customer Loyalty Teams). These teams are grouped into Circles together forming an organization of about 85 FTE. The Super Circle is dynamic and plays a central role in achieving INGs social objectives regarding financial health.

The Expert Team supports the Super Circle on two pillars: Quality & Training and SME & Change. As a CJE within the SME & Change pillar you and your colleagues are responsible for strengthening the organizations capacity for change.

About the Role

As a Customer Journey Expert (CJE) SME & Change you are responsible for guiding and implementing changes within the Super Circle. You ensure oversight coordination and alignment of all change initiatives and are the first point of contact for substantive questions about processes. Because of your knowledge of Collections processes you can quickly adapt and improve effectively without reinventing the wheel.

You will work closely with the teams within the Super Circle the CJEs from the Tribe other Tribes the external party handling Early work and other experts within the expert team. You identify improvement opportunities translate them into concrete proposals and guide implementation with the goal of minimal disruption to our Business as Usual and maximum impact for customers and employees. You will work closely with the Tribe to implement improvements. You are responsible for your own work and escalate to the Expert Lead if necessary.

We have teams in Amsterdam and Leeuwarden. This means that in addition to your base location you will need to regularly travel to the other location.

What Will You Do

• Act as the link between operations and the Tribe regarding change within the Super Circle.
• Collect assess and quantify improvement ideas from the Super Circle and provide input for the Tribes QBR.
• Guide and implement change projects within the Super Circle.
• Support and guide the implementation of improvements initiated by the Tribe ensuring minimal impact on business as usual for the teams within the Super Circle.
• Respond to stakeholder and Tribe LT needs
• Serve as the first point of contact for substantive questions about processes and work instructions.

Who Are You

You are a process thinker with sharp analytical skills and a passion for change. You easily switch between strategy and execution maintain oversight and know how to involve others in improvement initiatives. You are proactive communicative and feel responsible for smooth collaboration between the Super Circle and the squads from the Tribe. With your knowledge of Collections and attention to detail you implement impactful improvements that truly make a difference for both customers and colleagues.

What Do You Bring

• Higher professional education (HBO) working and thinking level
• Experience with change or process management preferably in a complex customer environment
• Knowledge of Collections processes is a strong plus
• Strong communication skills and stakeholder management
• Analytical structured and solution-oriented
• Affinity with learning development and change management
• Fluent in Dutch both spoken and written
• Good command of the English language
• Experience with Microsoft Office including Outlook Word PowerPoint and Excel

What Do We Offer

• A key role in strengthening the organizations capacity for change
• A dynamic work environment with room for initiative
• A 36-hour workweek
• Salary scale FS9
• 24 vacation days 13th month 8% holiday allowance
• Individual savings contribution (BIS) of 3.5%
• Pension scheme
• Room for personal growth and development
• Hybrid working: partly in the office (Amsterdam or Leeuwarden) partly at home. We have teams in both locations so you may regularly travel between them.