Customer Journey Expert/Squad master – (GenAI) Chat

Job description

The Channel Experience NL Tribe is looking for a Customer Journey Expert (CJE) for our Channels NL Area. Working in the Channels NL area within our tribe, means working in in a dynamic environment. With thousands of customers & employees using our services every day, we are responsible for stable, secure, user-friendly and innovative tooling and solutions in all assisted channels for NL, including call- and chatbots. The domain in which you will be working, focus on the development of our (GenAI) chat channel. Together with our stakeholders, we strive for a best customer experience while reducing cost-to-serve. This challenging ambition, combined with this new development in GenAI, means that we are constantly on the move and strive to improve our channels every day. Are you our new CJE/SM for our GenAI Chatbot development squad? We are looking for a risk‑savvy and experienced Customer Journey Expert with a strong affinity for AI, who is also eager to take on the role of Squad Master within our Conversation Chatbot Interactions team. You will primarily focus on (GenAI) chat and its responsible adoption within ING. You have a critical mindset, can think strategically, make decisions...