Customer Journey Expert – (GenAI) Chat & Call

The Digital and Assisted Channels & Customer Interactions Tribe is looking for a Customer Journey Expert (CJE) for our Assisted Channels NL Area.

Working in the Assisted Channels NL area within our tribe, means working in in a dynamic environment. With thousands of customers & employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling and solutions in all assisted channels for NL, including call- and chatbots.  

The domain in which you will be working, focus on the development of our (GenAI) chat channel. Together with our stakeholders, we strive for a best customer experience while reducing cost-to-serve. This challenging ambition, combined with this new development in GenAI, means that we are constantly on the move and strive to improve our channels every day.

Are you our new CJE for our channel development squad?

We are looking for a tech savvy and experienced Customer Journey Expert for our Conversation Interaction team, mainly focusing on (GenAI) chat and the adoption of it. It is important that you are critical, can think strategically, are data-driven and have a strong drive to deliver progress. You will work in a team consisting of Data Analysts, Machine Learning engineers and other Customer Journey Experts. You will strongly collaborate with our colleagues of CSNL, Global Assisted Platforms  and Segment Tribes.

What will you do

• You ensure that we develop the perfect chat & call journey with an average CSAT of 4.1 or higher.
• You are responsible for our leverage on chat and ensure that we achieve our objectives in chat adoption.
• The ultimate goal is to turn our chatbot into a real interaction action bot which exceeds the customer interaction and is frictionless.

In order to achieve this, you will

• Dive deep into our journeys end-2-end! So chat, but also Search, Call and others! Analyze data, transcripts, and external reports to uncover key insights and opportunities.
• Turn insights into action by crafting detailed proposals that provide a clear (and measurable) path to how we achieve our objectives.
• Shape the future by refining development ideas and collaborating closely with engineers to bring improvements to life.
• Drive impact by working with business stakeholders to refine and enhance new features, ensuring they deliver real value.

How to succeed

• To reach our ambitious goals, we need people with knowledge and experience in customer needs, (GenAI) bots and/or customer orchestration.  
• You’re passionate about providing customers and employees the highest standard of solutions we can offer
• You are analytical and driven by data rather than gut feeling. Experience as a data analyst and/or data scientist is an advantage.
• You are a naturally collaborative person who listens and invests in others to achieve common goals.
• You love to challenge the status quo and propose creative solutions.
• You enjoy working in a bus-dev-ops environment: you are able to work together with colleagues with different IT skills to translate requirements into proposed solution design and make sure IT-development can be properly done
• You strive to bring improvement everyday: whether it is in (y)our journeys or in (y)our own way of working. In doing so, you show strong self-reflection and follow-up

• Master’s or bachelor’s degree with relevant experience
• You are fluent in English

What we offer

• A challenging position within a bank that empowers people to develop their skills and really invests in your personal growth and development
• Job grade 11 (Global job scale 17)
• A 36-hour working week, based in Amsterdam but working in Hybrid mode (ING policy)
• An informal, energetic, positive and collaborative work environment with great people to work with.

More information?

If you have any questions about the position of Customer Journey Expert within the ACNL area, please contact Bas Heemskerk Product Lead and hiring manager for specific questions.

Ready to apply?

Please note that we are happy to receive your application in English. Please add a recent CV plus cover letter in which you explain why you are the one we need for our area. We look forward to meeting you!