Intern: Customer Experience & Journey Expert

ing; Leeuwarden; Hybrid; EUR 7,100 - 8,500; Full time

Benefits offered by this job

Internship allowance 700 EUR

Laptop provided

Hybrid working

Career development

Innovative environment

Job summary

ING is seeking an intern to help shape the future of its Customer Experience Centre within the Retail Contact Centre. You’ll research and design the CEC, translate insights into practical improvements, and collaborate with Tribes and Squads across ING to reduce customer effort while boosting satisfaction.

You will learn from experienced Customer Journey Experts and contribute to measuring impact, defining future operating models, and shaping a central capability for customer insights at ING.

Qualifications

• Pursuing a Bachelor's or Master's degree in a relevant field.
• Interest in customer experience, journeys, digital transformation and innovation.
• Ability to engage with diverse stakeholders and translate research into recommendations.

Responsibilities

• Further develop the Customer Experience Centre (CEC).
• Map customer contact drivers and frictions.
• Identify opportunities to improve journeys and reduce contacts.
• Develop recommendations to translate insights into improvements.
• Help measure customer experience, efficiency and business impact.

Skills

Curious

Analytical

Eager to learn

Stakeholder management

Independent research

Dutch & English

Education

Bachelor's or Master's degree in Business Administration, Innovation Management, Data Science, Marketing, Customer Experience, Organizational Sciences, or related field

Job description

ING is seeking an intern to help shape the future of its Customer Experience Centre within the Retail Contact Centre. You’ll research and design the CEC, translate insights into practical improvements, and collaborate with Tribes and Squads across ING to reduce customer effort while boosting satisfaction.

You will learn from experienced Customer Journey Experts and contribute to measuring impact, defining future operating models, and shaping a central capability for customer insights at ING.