Business Developer Process Management - CCC

As a Business Developer Process Management at ASN Bank in Utrecht, you give the customer a voice and set others in motion to solve problems structurally.

ASN Bank's Customer Contact Center (CCC) has the ambition to become the best customer contact center in the Netherlands, with a sharp eye for people and society. Valuable signals are available from thousands of daily contacts; you analyze them and set priorities. Many bottlenecks originate outside the CCC, in other departments within the chain. You work with available customer data and signals, analyze patterns, and prioritize improvement trajectories based on impact. Subsequently, you set others in motion. You analyze signals, tackle bottlenecks at the root, and ensure that improvements truly land, from analysis to assurance. Your strength lies in influencing, convincing, and activating colleagues and stakeholders across the entire chain, from start to finish. You improve and secure customer journeys and processes according to Lean principles, in accordance with our process management policy. You identify delays early, escalate where necessary, and ensure that solutions are actually implemented. You actively engage the right departments, even when the cause of a problem lies elsewhere in the chain. You pursue root cause analyses, keep stakeholders sharp, and ensure that agreed actions are followed up. You advise at a tactical and strategic level, build and maintain a strong network, and know how to create support with persuasiveness, even when interests diverge.

Your responsibilities are

• Perform sharp root cause analyses based on customer feedback, complaints, and process data
• Prioritize improvement trajectories based on impact for both customer satisfaction and employee well-being
• Set the right departments in motion and pursue root cause analyses within the chain
• Monitor progress from start to finish and escalate where necessary
• Report via dashboards to the Management Team and relevant stakeholders

You work in the newly established Team Improvements, focused on structural improvement within the CCC. Chain responsibility is leading in this; you monitor the entire trajectory and ensure that improvements truly land. The culture is characterized by ownership, openness, and continuous learning. Together with a fellow Business Developer and an Expertise Lead, you build a noticeably better bank.

You combine strong analytical abilities with excellent influencing skills and do not let yourself be deterred when interests diverge. With root cause thinking, persistence, and persuasiveness, you know how to set others in motion, even without formal authority.

Furthermore, you have:

• HBO (Higher Professional Education) with at least 6 years of relevant work experience, or WO (University) with at least 4 years
• Demonstrable knowledge of customer journeys (CX) and change management
• Experience in a customer contact or financial environment is a plus

This position falls into scale 10, with a gross monthly salary between € 5,179.72 and € 6,906.97 (based on 36 hours per week). And this is what you get from us:
• A flexible 36-hour work week; hybrid working, minimum 2 days in the office
• Holiday allowance and a 13th month, at a time that suits you
• Based on full-time employment: 208.8 hours of leave per year
• A good collective pension scheme
• € 750 per year to continue your development (saveable up to € 3,000)
• Every 5 years € 900 to get your home working setup completely in order again
• An NS-Business Card and a mileage allowance for when you come by bicycle

Curious about the rest? Read everything about our employment conditions here.

ASN Bank is an accessible and progressive bank with an eye for people, society, and the future. We contribute in a sustainable manner to financial solutions for our customers and to social issues in the Netherlands. In doing so, we pay special attention to sustainability, financial well-being, and good housing. As a bank, we combine the convenience of secure mobile banking with the power of personal advice. Thanks to our nationwide network of offices, we are also physically close at the moments that matter.

Are you committing to tomorrow? Then apply to ASN Bank today. Upload your motivation and CV, and we will contact you quickly. The application procedure consists of two interviews and an assessment. For more information, you can contact Floortje Otten, corporate recruiter, via floortje.otten@asnbank.nl or 0610986428.