Customer Journey Expert CX & Complaints

As the CX & Complaints team, we aim to be there for the customer when our services do not meet their expectations or when something goes wrong. We want to resolve the complaint for the customer and make them satisfied with ING again. Moreover, every complaint is a form of feedback that ING receives from the customer, helping us continuously improve in terms of quality, process optimisation, and complaint prevention.  

Are you our new colleague who, will take on role to help optimise the filing a complaint customer journey within ING NL? Do you have a passion for fact-based CX performance management? Are you capable of executing change projects related to processes and tools for complaints? Do you also enjoy working with a diverse group of internal “customers” and focus on making a difference for our actual customers? Then you could be the new Customer Journey Expert CX & Complaints (CJE) of the CX & Complaints team within the COO NL, Strategy & Employee Experience department. You will work with three other Customer Journey Experts.  

The Team

The CX & Complaints team is divided in two parts: 

The daily handling of complaints that cannot be fixed in the first contact (second line) 

Change projects/ journey regarding the file a complaint journey for INGNL. By addressing these changes centrally, we contribute to an excellent employee and customer experience.  

Roles and Responsibilities 

As a Customer Journey Expert Complaints, you will: 

• Design and track the customer journey for complaints (across ING NL) in line with the ING Experience. 

• Create, develop, and improve relevant processes, products, and/or channel strategies. 

• Make decisions based on customer data and root causes and help improve the monthly reporting for various stakeholders. 

• Work closely with the Complaints Circle and relevant internal and/or external stakeholders to translate new customer and employee experiences into tangible improvements in processes and tools for complaints. 

The role of CJE CX & Complaints will contribute to the professionalisation of Complaints Management within COO Client Services Netherlands (ING COO NL) 
 
Ideal Candidate 

• Relevant Bachelor’s and/or Master’s degree. 

• 3-5 years of experience in creating customer and employee journeys and change management. 

• Strategic mindset, data-driven, and strong problem-solving skills. 

• Excellent stakeholder management and influencing skills. 

• Independent, creative, and proactive thinker. 

• Ability to function optimally in an Agile environment. 

• Knowledge (or willing to learn) AFM regulations and Complaints Policy within ING. 

• Fluent in English