About the company
We are looking for a Customer Journey Expert to strengthen the GenAI chatbot capabilities within one of the Netherlands’ leading financial institutions. You will join the Digital and Assisted Channels & Customer Interactions domain, where innovation and scale go hand in hand.
The opportunity is linked to the further development and adoption of AI-driven customer interaction through chat channels. This includes delivering stable, secure and user-friendly solutions with a strong focus on customer experience and efficiency.
You will be responsible for enhancing chatbot journeys and functionalities, based on detailed analysis of customer interactions, data insights and platform capabilities. The goal is to improve adoption, reduce cost-to-serve and raise customer satisfaction levels.
Job description
You will join the Conversational Interaction team, consisting of Customer Journey Experts, Data Analysts and Machine Learning Engineers. The team works in close collaboration with other Assisted Channels squads, platform owners and business stakeholders.
The focus of this team is to turn the chatbot into a highly functional interaction tool that is continuously optimised based on data and customer feedback. This requires a strong analytical approach, clear documentation, and end-to-end thinking across channels such as chat, call and search.
The Customer Journey Expert will focus on journey design and development within the chatbot platform. Responsibilities include identifying improvements, implementing solutions and documenting outcomes.
- Defining detailed business requirements to optimise customer journeys in the chat channel
- Identifying improvement opportunities using data, chat transcripts and customer insights
- Translating insights into measurable change proposals, with clear objectives and indicators
- Collaborating with IT, analytics and business stakeholders to develop and refine GenAI chatbot features
- Monitoring adoption and usage, with a focus on continuous improvement and performance tracking
- Aligning chatbot journeys with broader channel strategies, contributing to CSAT scores of 4.1 or higher
- Documenting requirements and functional changes in a clear and structured way for all stakeholders
Qualifications
We are looking for a candidate with strong analytical and communication skills, a structured way of working, and the ability to drive change in a complex environment.
- Academic background at Bachelor or Master level
- Four to six years of relevant experience in customer journey design or change management
- At least two years of hands-on experience in GenAI, data modelling or machine learning environments
- Affinity with digital channels and data-driven customer interaction
- Track record in working with multidisciplinary teams, including IT and analytics
- Fluency in Dutch (native level) and English
- Strong ability to simplify complex issues and communicate them effectively
- Proactive, structured and able to take ownership within a dynamic setting
What we offer
When you start this role, you join Capri as your first step. That means becoming part of a professional community that values growth, quality and ambition. You will work alongside other experts who, like you, want to make a meaningful contribution.
From day one, you are part of our performance programme. You will be invited to workshops, training sessions and informal gatherings with fellow Capri professionals. We offer personal guidance throughout your assignment and help you prepare for the next stage in your career.
This role is offered on a temp-to-perm basis. You start as part of Capri and transition into a permanent position with the client. We support you actively during this process and make sure you are set up for success.
- An assignment where your expertise creates real impact
- A 36-hour working week, based in Amsterdam with hybrid working options
- A strong and supportive work culture with clear communication and shared ownership
- Inclusion in Capri’s performance programme with ongoing learning and peer exchange
- Full guidance toward a permanent contract with the client
- Career coaching and a dedicated team that stands beside you every step of the way
Why work here
