This role is critical for shaping and improving how ING's assisted channels operate by leading initiatives that streamline processes and uplift customer journeys
Job Summary
This role is critical for shaping and improving how ING's assisted channels operate by leading initiatives that streamline processes and uplift customer journeys.
Candidates will partner with operations, risk, and product teams to drive efficiency, consistency, and better outcomes for both customers and frontline teams.
The position offers benefits including discounted health insurance, an additional rest day for wellbeing, and an IMPACT day for volunteering on sustainability activities.
Matching Summary
This role is critical for shaping and improving how ING's assisted channels operate by leading initiatives that streamline processes and uplift customer journeys.
Skills & Requirements
Must-have
Process improvement experience
Change delivery leadership
Contact centre operational knowledge
Stakeholder influence skills
Risk and compliance understanding
Nice-to-have
AI implementation experience
Financial services background
Data analysis capabilities
Customer journey mapping
Inclusive culture alignment
Key Requirements
Experience in regulated industry preferably financial services
Proven ability to lead stakeholders across multiple teams
Solid understanding of risk, compliance, and governance frameworks