Chapter Lead Insurance in Amsterdam

The opportunity

As a Customer Journey Expert (CJE) for Insurance (40% of your time), it is your responsibility to ensure efficient and customer-oriented flows, taking all requirements and constraints into consideration (e.g. digital first strategy, group insurance strategy, focus on development of fee income, partners, IT, legal & compliance).

As Chapter Lead (60% of your time) you will have the following responsibilities :

• To manage, coach, inspire, develop, evaluate and assess employees (currently 8 FTE’s)

• To create the required environment and enable employees to perform at their best

• To keep expertise related to the work field up to date.

• To propose training/courses, professional literature.

• To play a role model to generate curiosity of your team towards other domains of expertise

• As Chapter lead, you may be invited to travel occasionally abroad for some meetings or trainings

Roles and responsibilities

• Working together in self-steering teams with colleagues having different expertise

• Acquiring deep understanding of the market and our Customers to create the best possible offer and journeys for our Private Individual Customers and Business Professional Customers

• Designing and developing seamless customer journeys that ensure the best possible online experience for our users from beginning to end, in line with our digital first strategy, by:

  • Creating and maintaining product offer, services and processes in collaboration / co-creation with our three insurance partners

  • Continuously monitoring new trends & solutions in the market to improve ING offer

  • Offering a portal with insurance product offer proposed by the insurance partner(s)

• Being innovative by challenging existing trends and consider new developments in the market

• Managing complex projects involving various internal and external stakeholders

• Ensuring efficient communication via the different channels and touch points

• Managing the collaboration between the different internal and external stakeholders, and colleagues in other teams with the aim to create added value to our customers

• Understanding and being accountable for respecting strategy, business principles and regulations

• Managing the collaboration between the different stakeholders, 3rd party relationships (NN) and colleagues in other teams, including Group Insurance, with the aim to maximize added value to our customers

We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and you are eager to propose creative solutions to problems.

• People manager

• Interest for our digital first strategy and a taste for digital and IT developments

• Driven and customer focused, loving to collaborate with different people, including partners

• Proven planning and organizational skills. Project management experience is an asset. Ability to work in an international context is a strong asset.

• Strong analytical skills

• Strong communication skills : written and oral

• Strong stakeholder management skills, including with external parties

• Ability to develop a long term vision and translate this vision into concrete actions

• Fluent in English and Dutch

• Master degree, with minimum 5 years of relevant experience

• Knowledge of Insurance in a strategic and operational context (products, trends in The Netherlands and international) is desired