Customer Journey Expert – Private BankingOF-002

Location: Utrecht
Hours: 36 hours per week
Contract Duration: June 2026 August 2026
Education Level: HBO / Bachelors degree
Experience Required: Minimum 5 years

Role Overview

An experienced Customer Journey Expert is needed to improve and optimize client journeys within a Private Banking environment. The role focuses on creating seamless customer experiences translating customer insights into practical improvements and implementing changes within a complex corporate environment.

Key Responsibilities

• Design and optimize customer journeys using data customer feedback and research
• Identify and resolve customer friction points to improve service quality and efficiency
• Manage KPIs such as customer satisfaction service levels and failure rates
• Conduct customer research related to life events and banking services
• Map and improve end-to-end journeys such as customer onboarding
• Drive data-driven customer experience improvements
• Build stakeholder alignment and present insights to senior management
• Collaborate across multiple departments and client segments

Required Skills & Experience

• Minimum 5 years of relevant experience in Customer Journey Management Service Design Innovation Marketing or related fields
• Strong project management and PMO skills
• Experience working in complex corporate stakeholder environments
• Analytical and conceptual thinking combined with a hands-on mentality
• Ability to translate customer insights into actionable improvements and presentations
• Strong communication and stakeholder management skills
• Experience within Private Banking or financial services is a strong advantage
• Fluent Dutch (spoken and written)

Working Conditions

• Hybrid working model
• Weekly office presence preferred in Utrecht
• Full availability required during the assignment period
• Pre-employment screening and valid ID required before start date
• Freelancers/self-employed professionals are not eligible for this assignment