Customer Journey Expert for Collections

ING

  • Amsterdam, Noord-Holland
  • Vast
  • Voltijds
  • 10 uren geleden
At ING, we believe that financial setbacks should never define a customer’s future. That’s why we go beyond traditional collections — offering proactive support, personal guidance, and smart solutions that help customers recover sustainably and regain control.Role and responsibilitiesAs a Customer Journey Expert in Collections, you’ll play a key role in shaping a customer experience that builds trust, provides clarity, and inspires action. You’ll work at the intersection of process, communication, and technology — helping us create the most effective and human-centered arrears management journey in the market.In this role, you will:
  • Oversee the full landscape of arrears management, including policies, processes, and regulatory developments.
  • Improve customer journeys and translate ideas into innovative, customer-centric solutions via the service design methodology
  • Create functional and technical designs, and define clear business requirements.
  • Collaborate closely with internal and external stakeholders, communicating with care, clarity, and sensitivity.
  • Work in an Agile environment, contributing to continuous improvement and operational excellence.
You’ll be part of a skilled and driven team that shares your ambition to make a real difference for our customers — combining data, empathy, and technology to deliver the right solution at the right time.Everything we do is aimed at one goal: helping customers move forward financially.This role contributes directly to:
  • Strengthening customer trust in ING through clear, personal support.
  • Preventing unnecessary referrals to debt collection agencies.
  • Building sustainable customer relationships and reducing risk-related costs.
  • Demonstrating ING’s commitment to social responsibility and financial well-being.
“Our reputation is our product. Every interaction is a chance to earn trust — and that trust becomes the word-of-mouth that strengthens our brand and empowers our customers.”About youYou are someone who:Has a passion for customer experience, process design, and risk management.Thrives in a collaborative, Agile environment.Is both a strategic thinker and a hands-on doer.Communicates clearly and empathetically with diverse stakeholders.Has a strong affinity with IT and understands how to translate business needs into smart solutions.Your background
  • A relevant degree (HBO or higher) and at least 3 years of experience in a complex Agile environment (e.g. as Customer Journey Expert, Business Analyst, Product Manager, or Process Manager).
  • Fluent in Dutch and English.
  • A team player who enjoys working toward shared goals and continuous improvement.
What we offer
We believe in helping you find the right balance between your career and personal life. Our benefits include:
  • A salary tailored to your experience and skills
  • A 36–40 hour workweek with flexibility to suit your personal situation
  • 24+2 vacation days (based on a 36-hour week)
  • 3 diversity days per year (1.5 paid, 1.5 unpaid)
  • Up to 2 CSR days per year for volunteering
  • 13th month salary and 8% holiday allowance
  • Individual Savings Contribution (BIS) of 3.5% of your gross annual salary
  • Mobility card
  • Attractive pension scheme
  • Hybrid working: focus from home, collaborate at the office
You can find out more about our employment conditions .Ready to make an impact?
Are you passionate about loyalty, digital products, and customer experience? Do you enjoy working in a fast-paced, international environment with strong stakeholders and constant change? Then we’d love to hear from you!About us
Curious about how ING empowers people and businesses to move forward .

ING