Content Coordinator - IRIS

Ready to make an impact as a Content Coordinator? In this role, you will coordinate, improve and govern the information that powers IRIS, ensuring colleagues have access to accurate, relevant and trusted knowledge. Continue reading!

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we manage approximately 3 million customer contacts. This includes questions about daily banking, mortgages, investments, debit cards, credit cards, and the ING Mobile Banking App.

Our ambition is to provide customers with a superior experience while empowering them to find information and complete processes independently whenever possible. To support our colleagues in delivering excellent service, we continuously invest in knowledge management, digital enablement, and innovative technologies.

One of these innovations is IRIS, our AI-powered knowledge and support platform. IRIS helps colleagues quickly find relevant information, navigate complex customer questions, and provide accurate and consistent answers. The quality of IRIS depends on the quality of the information available to it. Therefore, maintaining reliable, structured, and up-to-date content is essential.

The Role of Content Coordinator within the IRIS CoE

As Content Coordinator, you play a key role in ensuring IRIS delivers accurate, relevant, and trusted information to our colleagues.

Your responsibilities include:

• Ensure content sources used by IRIS are accurate, complete, and up-to-date at all times.
• Build and implement a sustainable governance process for maintaining and improving IRIS content.
• Support Tribes and squads in creating, structuring, and maintaining content that is suitable for AI-driven knowledge retrieval.
• Develop expertise in AI and knowledge management principles and share best practices across the organisation.
• Onboard and coach Customer Journey Experts and stakeholders on effective content creation and maintenance.
• Analyse IRIS usage data, feedback, and performance metrics to identify opportunities for improvement.
• Actively monitor content quality and proactively drive improvements where needed.
• Hold yourself and stakeholders accountable for agreed content quality and maintenance standards.
• Help colleagues get the most out of internal knowledge systems through coordination, support, and advice.
• Support projects and initiatives related to knowledge management, content optimisation, and AI-enabled employee support.
• Build strong relationships with stakeholders and contribute to customer-centric solutions by improving the knowledge available to our colleagues.

What is required of you as a Content Coordinator?

• Skilled in stakeholder management: You work with various Tribes, squads, circles, and subject matter experts. You are able to connect stakeholders, align priorities, and drive delivery.
• Proactive and self-starting: You don't wait for others to approach you. You actively engage stakeholders to ensure content quality remains high.
• Results-oriented and decisive: You translate analysis into action and ensure improvements are implemented.
• Able to maintain overview and prioritise effectively: You thrive in a dynamic operational environment with many simultaneous topics and changes.
• Data-driven: You know how to use data, feedback, and insights to identify priorities and measure impact.
• Strong communicator: You can effectively represent the interests of the Retail Contact Centre and influence stakeholders at different organisational levels.
• Organisationally sensitive: You understand the broader context and can easily switch between conversations with operational colleagues, Customer Journey Experts, and senior stakeholders.
• Curious and innovative: You continuously look for opportunities to improve content processes, knowledge management practices, and AI adoption.

Requirements

• HBO-level education or equivalent.
• Experience in content coordination, knowledge management, or a related field.
• Experience working with knowledge management platforms and content governance processes.
• Experience within a customer contact organisation is preferred.
• Familiarity with AI-driven knowledge solutions and information management is a strong advantage.
• Experience with Green Belt / Black Belt projects is preferred.
• Excellent communication skills in Dutch and English.

What we offer

You'll work in an environment that puts growth and development first. Together with a team of professionals, you will help shape the future of knowledge management and AI-powered colleague support within ING.

• A working environment where you can make a direct impact on both colleagues and customers.
• A dynamic environment focused on innovation and continuous improvement.
• The opportunity to contribute to the further development of IRIS and AI-enabled knowledge solutions.
• Location: Leeuwarden.

Did we spark your interest?

If you recognise yourself in this profile and are interested, please apply directly. We would like to receive your CV and motivation.

If you have any questions about this vacancy, please contact Ricardo Dijkhoff (Expert Lead Transformation II, Retail Contact Centre).