As a CX Expert, you will help shape customer experiences and support positive change across NN. You will work with different business areas to design digital, traditional and omnichannel experiences that respond to customer and business needs.
Your impact at NN: what you will do
As a CX Expert in the CX Centre, you will design customer experiences together with the business. You will analyse customer feedback and needs, turn insights into improvement initiatives and support the development of customer-centric skills across the organisation. You will lead projects independently and work with research and Service Design agencies.
Key responsibilities:
- Design digital, traditional and omnichannel customer experiences together with the business.
- Analyse the voice of the customer, map customer needs and initiate improvements to customer experiences.
- Develop customer-centric skills across the organisation.
- Lead projects independently and work with research and Service Design agencies.
- Take part in projects involving sales and service processes, user experience and simpler communication.
- Help shape the company’s customer experience strategy.
Who you will work with
You will join the CX Centre, an expert team of researchers, Service Designers, plain-language experts and customer service quality experts. The team learns and develops together, supports one another and works across different areas of the company. You will have room to share ideas, take responsibility and influence the company and its customer experience strategy.
What we offer
- Modern office in Powiśle and flexible hybrid work.
- Private medical care, insurance and cafeteria benefits.
- Structured onboarding and referral bonuses.
- Learning & development opportunities and internal/international mobility.
- Diversity & Inclusion initiatives, sports activities and volunteering day.
- Extra paid paternity leave and partner discounts.
Who you are
- You have at least three years of experience in Customer Experience.
- You have experience leading projects using human-centred design methods, such as Design Thinking and Service Design, and you can adapt the design process to the challenge.
- You plan and lead design workshops for interdisciplinary groups, both online and in person, and turn insights into a clear implementation plan.
- You conduct qualitative research and user interviews, and you know how to test customer solutions through prototype tests, pilots and experiments.
- You combine customer and business needs, organise your work effectively and present clear conclusions and recommendations to business stakeholders, use Miro or another virtual whiteboard.
- You are proactive and solution-oriented, constantly looking for opportunities to improve customer experiences and ways of working. You can influence stakeholders, build support for your recommendations and drive change with persistence and ownership.
Nice to have
- Very good command of English.
- You use AI tools to support research, workshop preparation, synthesis of insights and the design process, helping teams work more effectively and make better decisions.
Unsure if you meet 100% of the criteria? We encourage you to apply anyway. We are excited to learn about your unique qualities.
Become a supporter of change at NN
Are you excited about the vacancy? Do you think you would be a good fit for NN and the team? Then we invite you to apply. We are eager to learn more about who you are, what motivates you, and what you can contribute.
Skills Required
- At least three years of experience in Customer Experience
- Experience leading projects using human-centered design methods, including Design Thinking and Service Design
- Ability to plan and lead online and in-person design workshops for interdisciplinary groups
- Ability to convert research insights into clear implementation plans
- Experience conducting qualitative research and user interviews
- Knowledge of testing customer solutions through prototype tests, pilots, and experiments
- Ability to balance customer and business needs and present recommendations to stakeholders
- Experience using Miro or another virtual whiteboard
- Proactive, solution-oriented approach with stakeholder influence and change-management capabilities
- Very good command of English
- Experience using AI tools for research, workshop preparation, insight synthesis, or design
What We Do
NN Group is an international financial services company, active in 11 countries, with a strong presence in a number of European countries and Japan. Our roots lie in the Netherlands, with a rich history of more than 175 years. With our 16,000 employees, NN Group provides retirement services, pensions, insurance, banking and investments to approximately 19 million customers. NN Group includes Nationale-Nederlanden, NN, ABN AMRO Insurance, Movir, AZL, BeFrank, OHRA and Woonnu. NN Group opened for trading on 2 July 2014 on Euronext Amsterdam under the symbol ‘NN’ after its initial public offering (IPO). For more than 175 years, our company has merged, grown and changed, but the core of who we are has remained the same. At NN Group, we put our resources, expertise, and networks to use for the well-being of our customers, the advancement of our communities, the preservation of our planet, and for the promotion of a stable, inclusive, and sustainable economy. Our purpose is to help people care for what matters most to them. Because what matters to them matters to us.
