Internship Customer Experience & Customer 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

Looking for an internship where you can make a real impact on the customer experience of millions of ING customers?

Would you like to combine research and strategic development with hands‑on experience in one of ING's largest customer contact organizations? Then keep reading.

About the Retail Contact Centr e

The Retail Contact Centre (RC) is ING Netherlands' customer contact organization. Every year, we handle approximately 3 million customer interactions through phone and chat. Customers contact us with questions about payments, cards, mortgages, investments, fraud, and digital banking services.

To continuously improve the customer experience and increase efficiency, the RCC works closely together with ING Tribes and Squads. Within the Centre of Expertise Connecting Tribes & Traffic Reduction, we are looking for an enthusiastic intern who will help shape the future of our Customer Experience Centre (CEC) while learning the role of a Customer Journey Expert (CJE).

Your Internship Assignment

During this internship, your primary assignment will be the further development of the Customer Experience Centre (CEC).

The CEC is our ambition to create a central capability that helps ING better understand customer contact behavior, identify customer friction, measure the impact of improvements, and drive customer experience enhancements across the bank.

You will research, design, and help develop this concept by:

• Mapping customer contact drivers and customer frictions.
• Identifying opportunities to improve customer journeys and reduce unnecessary customer contacts.
• Developing recommendations on how customer insights can be better translated into improvement initiatives.
• Exploring how customer experience, efficiency, and business impact can be measured and managed.
• Supporting stakeholders in defining the future vision and operating model of the Customer Experience Centre.

The outcome of your internship will be a concrete proposal and recommendations that can help shape the future development of the Customer Experience Centre within ING.

Learn the Role of a Customer Journey Expert

Alongside your internship assignment, you will work together with experienced Customer Journey Experts and gain practical experience in:

• Translating product, process, and system changes into impacts for the Retail Contact Centre.
• Working with Tribes and Squads across ING.
• Analyzing customer behavior and customer contact trends.
• Identifying opportunities to improve customer journeys.
• Supporting initiatives that reduce customer effort and improve customer satisfaction.
• Building stakeholder management skills in a complex organization.

This combination of strategic research and practical experience offers a unique opportunity to experience how customer journeys are improved within a large international bank.

What We Are Looking For

We're looking for a student who is:

• Following a Bachelor's or Master's degree in Business Administration, Innovation Management, Data Science, Marketing, Customer Experience, Organizational Sciences, or a related field.
• Interested in customer experience, customer journeys, digital transformation, and innovation.
• Curious, analytical, and eager to learn.
• Comfortable engaging with different stakeholders.
• Able to independently structure research and translate findings into recommendations.
• Strong in both Dutch and English.

What You Will Gai n

• A challenging internship with direct business impact.
• The opportunity to help shape an important strategic capability within ING.
• Hands‑on experience as a Customer Journey Expert.
• Access to a large network of experts across ING.
• Coaching and support from experienced professionals.
• A dynamic and innovative working environment.
• Location: Amsterdam or Leeuwarden.

Rewards and benefits

This is a great opportunity to train with highly skilled people who are experts in their field. You'll do a lot and learn a lot - not only about your specialist area and the bank, but also about yourself and whether this type of environment is right for you.

You'll also benefit from:

• Internship allowance of 700 EUR based on a 36 hours work week
• Your own work laptop
• Hybrid working to blend home working for focus and office working for collaboration and co‑creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

During the duration of your internship at ING, it is mandatory to be enrolled at a Dutch university (or EU‑university for EU passport holders).

If you have questions about this internship, please contact Ricardo Dijkhoff (Expert Lead Transformation II, Retail Contact Centre) .

We look forward to hearing from you!

About our internships

Every year, more than 350 students join our internship program. While there are no guarantees about your future, many of our former interns move into a permanent role or onto our Internat