Are you ready to influence the strategy, performance, and employee experience within COO? Do you thrive in an operational environment and want to help make COO a truly customer-focused, people-driven, and data-led organization? COO NL covers mortgages, consumer loans, business banking, private individuals, fraud, transformation office, ODCR (Operational Design, Control & Resilience), document and content services, collections, KYC (Know Your Customer), and retail contact center. Our operational teams deliver the best possible services in the financial sector to millions of valued clients in the Netherlands.
Do you have a passion for fact-based change? Do you enjoy continuous improvement and aren’t afraid to tackle complex, impactful projects? Are you curious and innovative, always looking beyond standard solutions? Then you might be the Continuous Improvement Expert we’re looking for!
The team
You’ll join the Employee Experience & Continuous Improvement team, a dynamic group driving strategic change across Client Services NL. By managing these changes centrally, we ensure a consistent and excellent experience for both employees and customers. Our mission is to initiate, facilitate, and integrate innovative projects that make a real impact on COO NL’s strategy.
Roles and responsibilities
As a Continuous Improvement Expert, you will:
Advise and oversee major changes in Client Services’ customer service practices.
Execute projects aimed at simplifying and optimizing customer processes.
Coach stakeholders, using data-driven insights and fostering constructive dialogue.
Act as a connector between ING departments, countries, and international standards, sharing best practices and driving alignment.
Support system transitions and decommissioning projects, ensuring smooth implementation and continuity.
Contribute to role and access management, maintaining security and compliance.
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.
To thrive in this role, you’ll need:
Strong analytical skills and the ability to structure complex problems into actionable solutions.
Track record in change management, stakeholder engagement, and project delivery.
Proven experience in both client services and operational environments. Understanding customer needs and translating them into solutions, combined with insight into processes and improvement opportunities, is key to delivering exceptional results.
Experience with business roles and access management, ideally with One Identity.
Strong background in system transitions and decommissioning projects, ensuring seamless continuity
Excellent communication skills in Dutch and English, both spoken and written.
A collaborative approach and comfort working in an Agile environment.
If you’re passionate about improving processes, love working with data, and enjoy connecting people and ideas, this is your opportunity to make a real impact.
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
● 25-28 vacation days depending on contract
● Pension scheme
● 13th month salary
● 8% Holiday payment
● Hybrid working
● Personal growth and challenging work with endless possibilities
● An informal working environment with innovative colleagues
About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.
Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.