As a Customer Journey Expert (CJE) for Insurance (40% of your time), it is your responsibility to ensure efficient and customer-oriented flows, taking all requirements and constraints into consideration (e.
g. digital first strategy, group insurance strategy, focus on development of fee income, partners, IT, legal & compliance).
As Chapter Lead (60% of your time) you will have the following responsibilities :
To manage, coach, inspire, develop, evaluate and assess employees (currently 8 FTE’s)
To create the required environment and enable employees to perform at their best
To keep expertise related to the work field up to date.
To propose training / courses, professional literature.
To play a role model to generate curiosity of your team towards other domains of expertise
As Chapter lead, you may be invited to travel occasionally abroad for some meetings or trainings
Roles and responsibilities
Working together in self-steering teams with colleagues having different expertise
Acquiring deep understanding of the market and our Customers to create the best possible offer and journeys for our Private Individual Customers and Business Professional Customers
Designing and developing seamless customer journeys that ensure the best possible online experience for our users from beginning to end, in line with our digital first strategy , by :
Creating and maintaining product offer, services and processes in collaboration / co-creation with our three insurance partners
Continuously monitoring new trends & solutions in the market to improve ING offer
Offering a portal with insurance product offer proposed by the insurance partner(s)
Being innovative by challenging existing trends and consider new developments in the market
Managing complex projects involving various internal and external stakeholders
Ensuring efficient communication via the different channels and touch points
Managing the collaboration between the different internal and external stakeholders, and colleagues in other teams with the aim to create added value to our customers
Understanding and being accountable for respecting strategy, business principles and regulations
Managing the collaboration between the different stakeholders, 3rd party relationships (NN) and colleagues in other teams, including Group Insurance, with the aim to maximize added value to our customers
We are looking for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and always being a step ahead .
In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment.
You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and you are eager to propose creative solutions to problems.
Interest for our digital first strategy and a taste for digital and IT developments
Driven and customer focused, loving to collaborate with different people, including partners
Proven planning and organizational skills. Project management experience is an asset. Ability to work in an international context is a strong asset.
Strong analytical skills
Strong communication skills : written and oral
Strong stakeholder management skills, including with external parties
Ability to develop a long term vision and translate this vision into concrete actions
Fluent in English and Dutch
Master degree, with minimum 5 years of relevant experience
Knowledge of Insurance in a strategic and operational context (products, trends in The Netherlands and international) is desired
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 back you to develop into an even more awesome version of yourself.
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. You can find out more about our employment conditions at https : / / www.
ing.jobs / netherlands / Why-ING / benefits.htm
The benefits of working with us at ING include :