Customer Journey Expert – Private Banking-260511-OF-002

Job description

Location: Utrecht Hours: 36 hours per week: Contract Duration: June 2026 – August 2026 Education Level: HBO / Bachelor's degree Experience Required: Minimum 5 years: Role Overview: An experienced Customer Journey Expert is needed to improve and optimize client journeys within a Private Banking environment. The role focuses on creating seamless customer experiences, translating customer insights into practical improvements, and implementing changes within a complex corporate environment. Key Responsibilities: Design and optimize customer journeys using data, customer feedback, and research Identify and resolve customer friction points to improve service quality and efficiency Manage KPIs such as customer satisfaction, service levels, and failure rates Conduct customer research related to life events and banking services Map and improve end-to-end journeys such as customer onboarding Drive data-driven customer experience improvements: Build stakeholder alignment and present insights to senior management Collaborate across multiple departments and client segments Required Skills & Experience: Minimum 5 years of relevant experience in Customer Journey Management, Service Design, Innova...