Customer Journey Expert Complaints

<p>The role of CJE Complaints will contribute to the professionalization of Complaints Management within COO Client Services Netherlands (ING COO NL) from the CX &amp; Complaints department.</p><p>You will be end-to-end responsible for the entire ‘Complaints’-chain, ensuring an excellent customer and employee journey when it comes to complaints by:</p><ul><li>Designing and monitoring an end-to-end complaints process.</li><li>Onboarding CS NL onto a single uniform complaints process, enabling Tribes to drive process improvements based on complaints.</li><li>Optimized and simplified customer and employee flow</li><li>Centralized training resources for employees to register complaints accurately and uniformly in the corresponding tooling (compliance with AFM guidelines)</li><li>Developing and maintaining complaint dashboards for various stakeholders</li><li>Establishing key performance SLA’s and aligning them with the appropriate stakeholders</li><li>Analyzing and improving customer contact strategy for complaints</li><li>Automating or implementing self-service for complaint registration</li><li>Optimizing tooling for end-to-end complaint registration, enhancing the quality of data</li></ul>