Senior Consultant Customer Experience

Senior Consultant Customer Experience

The annual client satisfaction survey has highlighted a number of key priorities that will need to be addressed to improve the way customers experience ABN AMRO’s retail services. It is ABN AMRO’s ambition to build on its client-centric approach and make clients promoters by giving them the best experience. Head of Customer Experience Bart-Jan van Duijn (who joined the bank from Bain in June 2015) and his counterpart Monique van de Heisteeg are recruiting a new Senior Consultant Customer Experience (SCCE) for the Customer Experience team to achieve the client centric ambition of ABN AMRO.

Purpose of the role

The SCCE will perfect end-to-end customer journeys across all distribution channels, client segmentations and products. Change management is at the core of this position. The SCCE will analyze the current situation carefully, form hypotheses and test and implement them with the relevant stakeholders throughout the organization.

Type of work

The SCCE will run two to five projects a year (depending on the size) and kick-start substantial, multidisciplinary project teams for implementation as designed. Examples of typical projects would be to improve the processes for mortgage renewal or requesting a credit card.

Consulting exit

Considering the scale of the transformation and the complexity of the financial industry, experience as a consultant is an excellent background for this role. The opportunity is especially interesting for consultants because the impact will be huge and the exposure throughout the organization ensures a fitting next step.

Personality

• Strategic
• Consumer-focused
• Innovative

Experience

• Project Management
• Consulting
• Finance

Possible next steps

• Senior Consultant
• Customer Experience Manager
• Director