About this role
Senior Customer Journey Expert – Online Services Leeuwarden / Amsterdam | 36-40 hours
Help us transform Collections through digital self-service At ING, we believe customers should be able to manage their financial situation in a simple, personal and digital way. Within Collections, our ambition is to help customers resolve financial difficulties independently whenever possible, while providing the right support when needed.
As a Senior Customer Journey Expert within Online Services, you play a key role in shaping this future. You will lead the design and delivery of digital journeys and self-service capabilities that help customers take control of their financial situation while creating scalable outcomes for ING.
This is not a traditional customer journey role. We are looking for someone who combines deep customer understanding with strong business and technology expertise. Someone who can challenge engineers and architects, influence senior stakeholders and turn strategic ambitions into tangible customer value.
The team Online Services is responsible for the digital customer experience within Collections. We build and improve customer journeys across the ING App and other digital channels, enabling customers to manage arrears, access support and improve their financial health through self-service solutions.
Our ambition is to increase digital engagement and self-service adoption by creating intuitive, personalised and scalable customer experiences. We continuously look for opportunities to simplify processes, reduce operational effort and leverage data and automation to support customers more effectively.
You will work closely with UX designers, front-end and back-end engineers, data specialists and stakeholders across business and IT. The focus is strongly on mobile-first customer experiences, supported by platforms and systems such as Bloomreach, Inspire and PowerCurve.
The team is based Leeuwarden and Amsterdam and works in a hybrid setup.
Roles and responsibilities As a Senior Customer Journey Expert, you are responsible for the end-to-end development of customer journeys and digital capabilities. You combine customer insights, business objectives and technical expertise to deliver solutions that create measurable impact.
You will:
• Lead discovery, design and delivery for both business and IT solutions, often starting from a broad problem statement or early idea.
• Own complex initiatives from problem definition through implementation and value realisation.
• Translate customer needs, business objectives and regulatory requirements into scalable digital solutions.
• Work closely with UX designers to create intuitive, mobile-first journeys that help customers resolve arrears independently.
• Translate roadmap priorities into clear planning, delivery increments and measurable outcomes that contribute to key objectives such as digi60, self-service adoption, customer satisfaction and operational efficiency.
• Challenge existing solutions and legacy assumptions, bringing positive disruption where this improves customer value, scalability or operational efficiency.
• Identify opportunities to introduce automation and personalisation into customer journeys and operational processes.
• Contribute to global alignment and reuse of digital self-service capabilities where relevant.
• Collaborate with front-end and back-end engineers to shape feasible solutions, test front-end journeys and validate API responses.
• Use customer insights, data and experimentation to continuously improve digital experiences.
• Align and influence stakeholders across business, operations, technology, risk and compliance.
• Manage dependencies across squads, products and domains to ensure successful delivery.
• Act as a senior sparring partner and coach for other Customer Journey Experts.
How to succeed We hire smart people like you for your potential. Our biggest expectation is that you'll stay curious. Keep learning. Take on responsibility. In return, we'll support you in becoming an even more awesome version of yourself.
As a Senior Customer Journey Expert, you combine deep customer understanding with strong business and technology expertise. You are capable of translating strategic ambitions into scalable digital solutions and have the credibility to challenge stakeholders across business, operations, architecture and engineering.
You bring:
• Extensive experience within Collections, strong domain knowledge of Financial Health and related banking products such as mortgages, loans, current accounts, overdraft limits and credit cards. Knowledge of Collections and the challenges faced by customers in financial difficulties is a must.
• Experience with income and expenditure assessments, BKR, Nibud, PowerCurve, Bloomreach and Inspire
• A proven track record of leading complex digital transformations and delivering measurable customer and business outcomes in a large-scale organisation.
• Strong understanding of IT architecture, system landscapes, APIs, integrations and digital platforms, enabling you to effectively collaborate with and challenge engineers and architects.
• The ability to translate customer needs, business objectives and regulatory requirements into clear and actionable solutions.
• Demonstrated success in increasing digital adoption, self-service usage and automation through customer-centric product development.
• Excellent stakeholder management skills and the ability to influence senior stakeholders across business, technology, risk and operations.
• Experience working in multidisciplinary Agile teams and driving initiatives from discovery to implementation and value realisation.
• Excellent communication skills in both Dutch and English.
Rewards and benefits We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
• A salary tailored to your qualities and experience
• 25-28 vacation days depending on contract
• 13th month salary
• 8% holiday payment
• Pension scheme
• Hybrid working
• Personal growth opportunities
• An informal working environment with innovative colleagues
About us Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.
Questions? Please visit our Frequently Asked Questions section to find some answers on questions you might have.
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.