About the job
The Process and Change Lead – Contact Centre at ING plays a vital role in transforming customer experiences by leading initiatives that enhance operations. This job is all about driving efficiency and consistency, ensuring better outcomes for customers and frontline teams alike. Collaboration is key, as you will work closely with various teams to embed sustainable change in a supportive and inclusive environment.
You'll be responsible for
🚀
Leading process improvement initiatives
Streamlining contact centre operations and enhancing customer and employee experience.🔄
Driving end-to-end change delivery
From discovery and design through to implementation and embedment.🔎
Analysing customer journeys
Identifying opportunities for efficiency, quality, and risk reduction.Key criteria
📈
Process improvement experience
Proven experience leading process improvement initiatives in contact centres.View
🔍
Analytical skills
Demonstrated ability to interpret data and derive actionable insights.View
🤝
Stakeholder engagement
Experience influencing stakeholders across multiple teams and levels.View
View more
