Customer Journey Expert/Squad master – (GenAI) Chat
Hybrid · Amsterdam, North Holland, The Netherlands
Job Summary
Customer Journey Expert and Squad Master for GenAI Chat in ING's NL area. Drive end-to-end chat journeys, optimize multi-channel orchestration (Chat/Search/Call), and embed risk-aware, compliant AI usage. Lead a multidisciplinary squad of data analysts/scientists and IT/DevOps engineers to deliver high-quality chatbot experiences with measurable CSAT improvements. Emphasizes risk-defined decisioning, governance, and collaboration with risk/compliance/legal stakeholders, while enabling scalable Conversational Banking and responsible AI practices. Requires 4–6 years in change management, affinity for data modelling/GenAI, and native Dutch with fluent English. Hybrid work arrangement in Amsterdam, NL.
Required Qualifications
- Master's degree with relevant experience
- 4–6 years of change management experience
- Affinity with data modelling and Generative AI/machine learning
- Experience in risk journeys, risk assessments, compliance
- Dutch (native) and English proficiency
- Stakeholder management and cross-functional collaboration
Desired Qualifications
- Master's degree with relevant experience
- 4–6 years of change management experience
- Affinity with data modelling, Generative AI and/or machine learning
- Experience navigating risk journeys and translating requirements into practical solutions
- Dutch on native level, fluent in English
- Strong stakeholder management and collaboration across IT/business/risk/compliance teams
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