RCC - Connecting Tribe consultant

Job description

Functieomschrijving The Role of Customer Journey Expert within the Retail Contact Centre Looking for a job as a Customer journey expert in which you are the key figure between tribes and our Retail Contact Centre? I invite you to keep reading. About the Retail Contact Centre: The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments. To provide optimal support to our colleague’s handling these customer contacts, there are three Centers of Expertise (staff departments). These focus on the themes of Work Force Management, Connecting Tribes & Traffic Reduction, and our Chatbot. For the Connecting Tribes CoE, we are looking for a Customer Journey Expert (CJE) who will be involved in translating changes from Tribes to our Area and the ambitions we have in terms of traffic reduction and growth in our customer experience score. In this role...