Customer Journey Expert

For one of the largest global banks, we are looking for a proactive Customer Journey Expert (CJE) to join our client's team. You will focus on the Digital Channels Area, specifically improving Customer Relationship Management (CRM) processes like Lead Management, Complaints, and Appointment Booking. Your work directly impacts how thousands of customers and employees interact with the bank's digital ecosystem daily.

What you’ll do

• Refine and improve end-to-end CRM processes, including Lead Management, 'Plan Ahead', Complaints, and Appointment Booking for the Dutch market.

• Identify customer pain points through journey mapping and propose concrete, effective improvements.

• Translate global product features into a local NL proposition, preparing user stories and supporting requirement gathering for IT delivery teams.

• Facilitate high-level conversations with Sales, IT, and Risk to uncover underlying needs and root causes.

• Setup and align roadmaps, coordinate release planning, and support functional testing to validate delivered improvements.

• Move beyond the first answer to uncover what stakeholders actually need, ensuring safe, stable, and innovative digital solutions.

What we’re looking for

• You have a structured working style and the ability to translate complex process insights into actionable improvements.

• Excellent communication and facilitation skills; you know how to navigate a complex banking environment with curiosity and critical thinking.

• Proven track record in customer journey development or CRM process optimization.

• You are a self-starter who digs deeper, asks the right questions, and takes ownership of the customer experience.

• Strong ability to align diverse perspectives from Sales, IT, and Risk stakeholders.

Assignment Details

• Location: Amsterdam (Hybrid). 36-hour working week

• Interview Slots: Please indicate availability for the placeholders between April 1st and April 6th, 2026.