The Channel Experience NL Tribe is looking for a Customer Journey Expert for our Digital Channels Area.

Working in the Channels NL means working in a dynamic environment where we continuously improve customer and employee journeys across ING’s Dutch channels — including the ING App, Web and Employee Portal. With thousands of customers and employees using these channels every day, we are responsible for safe, stable, user‐friendly and innovative digital solutions.

The domain you will be working in focuses on Customer Relationship Management (CRM) processes and customer journey development, covering Lead Management, ‘Plan Ahead’, Complaints, Appointment Booking and more. You will help improve end‐to‐end CRM experiences that are used by thousands of customers and employees daily.

Are you our new Customer Journey Expert?

We are looking for a strong, curious and proactive Customer Journey Expert who can truly listen — someone who digs deeper than the first answer, asks the right questions, and uncovers what stakeholders actually need. You will engage with Sales, IT and Risk stakeholders and translate their needs into clear, actionable improvements.

What will you do

• Translate global products towards a NL proposition
• Improve and refine CRM processes for the NL market, including Lead Management, Complaints and Appointment Booking
• Analyse and map customer journeys, identify pain points and propose effective improvements
• Setup, maintain and align roadmaps
• Facilitate conversations with stakeholders and uncover underlying needs and root causes
• Prepare user stories and support requirement gathering for IT delivery teams
• Support functional testing and validate delivered improvements
• Work closely with Sales, IT and Risk stakeholders to ensure smooth delivery
• Help coordinate release planning and follow‐up

Additional remarks

This role is ideal if you want to make real impact on customer experience in a complex banking environment. You will have ownership, responsibility and strong support while delivering meaningful improvements.

What We Offer

• A chance to work on a high-visibility scope, where you can really make a difference in how well our client-facing colleagues can support our customers in – often complex – journeys
• A supportive and collaborative team environment.
• Opportunities for professional growth and development.
• A 36-hour working week, based in Amsterdam but working in Hybrid mode (ING policy)

Interview placeholders:

• Wednesday, 1 April 2026 13:00-14:00
• Wednesday, 1 April 2026 14:00-15:00
• Thursday, 2 April 2026 13:00-14:00
• Thursday, 2 April 2026 15:45-16:45
• Monday, 6 April 2026 14:00-15:00

Duur: 06-04-2026 - 6 oktober 2026 met optie op verlenging

Standplaats: Amsterdam

ZZP: Not allowed

Aanbieden kan tot: 29-03-2026 10:00

Required Skills & Experience

• Excellent stakeholder skills — able to look beyond the first answer
• Analytical mindset and structured working style
• Strong communication and facilitation skills
• Ability to translate process insights into concrete improvements
• Curiosity, critical thinking and a drive to improve customer and employee experiences

Keep honing these skills and you'll be set to make a real impact!

Working conditions: This job role offers a balanced split between operational (run) and project (build) work, with a distribution of 75% operational and 25% project-related tasks. To minimize the impact on business operations, some changes may be scheduled outside of regular business hours.

Do you want this too? Do you aspire to be the best version of yourself? We are delighted to support your development and invest in an environment where continuous learning is encouraged. We provide you with the freedom to innovate and take initiative. By offering numerous growth opportunities, we help you exceed your own expectations and excel in your work, enabling you to grow both personally and professionally.

Moreover, you can expect the following benefits based on a 36 or 40-hour working week:

• An Employee Benefit Budget equivalent to 10% of your monthly income, which you can use according to your preferences. This budget allows you to purchase additional holiday days or make additional contributions to your pension.
• Flexible working hours and the possibility of location-independent work, depending on the team's planning.
• 100% reimbursement of commuting costs if you travel using public transportation. If you commute by car or motorcycle, you can opt for a commuting allowance.
• A pension scheme with a contribution rate of only 5% from your side.

Let's get to know each other.

Are you the person we are looking for? The new colleague who wants to strengthen our client's team and make a difference for yourself, our customers, and society? We would love to receive your application for this vacancy.

Please note: Even if you don't meet all the criteria mentioned in the profile, but you believe you can fulfill the role effectively, we encourage you to apply. We invest in your growth and development.

Responses to applications are handled in accordance with our vacancy management process.

If you have any questions about the application process, ww will be happy to assist you via email (info@if-solutions.nl) office +31 10 210 87 90 or through the provided application link.

Screening is a standard part of the application process. We assess candidates based on the screening procedures followed by our client to ensure that new employees are reliable and suitable for their roles.

For this vacancy, an individual assessment and skills testing may be included as part of the application process.

We believe that everyone is unique, and it is precisely these differences that help us become an even better bank. That's why we are curious to know more about you.