Senior Change Analist Omnichannel

Do you want to make a difference and contribute to creating a better world? Are you interested in developing your skills and knowledge, while putting your ideals to work? Join us, we are a frontrunner in ethical banking and global impact investing, and we need people like you to make change happen. 

 

We believe that money can change the world for the better. In fact, our organisation was founded on this belief. Our mission is to create a society that protects and promotes the quality of life of all its members with human dignity at its core. 

 

Currently, we’re looking for a Change Analyst within our Group organization. This is an exciting role focused on improving end-to-end customer journeys across our website, mobile app, internet banking, customer service channels, chat, telephony and marketing automation capabilities. You will help shape how customers experience Triodos across multiple channels, ensuring journeys are seamless, connected, digital-first and supported by human interaction where it matters most. 

 

As we continue our transition towards Value Streams and Empowered Product Team we would like to bring on board a Change Analyst for a permanent contract. 

 

How you will make a difference

 

As a Change Analyst Omnichannel in our Empowered Product Team (EPT), you will work according to Value Streams and Agile principles. Together with Product Managers, Software Engineers, Testers and other stakeholders, you will shape products and services that meet customer needs and deliver measurable business value.

 

This is not a traditional Business Analyst role. You combine strong analytical skills with customer experience thinking, digital product delivery and data-driven decision making. You will work across end-to-end customer journeys rather than individual systems.

 

Within the Omnichannel Value Stream, you will help improve customer journeys across our website, mobile app, internet banking, customer service channels, chat, telephony, marketing automation and AI-enabled interactions. Your focus is on creating seamless, digital-first experiences, with human support where it matters most.

You will work across the full product lifecycle from discovery and shaping to delivery and optimisation using customer insights, business input, data and analytics to improve customer experience.

 

You will work across initiatives such as:

• Conversational AI and customer interaction channels
• Chat and telephony journeys
• Mobile App and Internet Banking
• Website and digital acquisition journeys
• Personal Finance Management
• Marketing automation and customer engagement
• Personalisation and customer insight capabilities

 

 

What you will bring

Your unique potential and values matter most to us. We are looking for people who are self-aware, think holistically and are conscious of their impact on society, the environment and the economy.

You are comfortable working in an Empowered Product Team where priorities are driven by measurable outcomes rather than project plans. You enjoy working in ambiguity, challenging assumptions, using data to support decisions and collaborating closely with Product Managers, UX specialists, engineers and customer-facing teams.

 

To be successful in this role, you will have:

• experience as a Change Analyst, Business Analyst or Information Analyst in financial services or working in a regulated environment, with understanding of compliance, risk and controls
• experience working in Agile, product-led or EPT environments
• experience analysing and improving end-to-end customer journeys across digital channels
• experience mapping journeys, identifying friction points and translating customer needs into improvements
• strong analytical skills and the ability to turn complex needs into clear requirements
• experience using customer data, behavioural analytics and feedback to prioritise and improve outcomes
• strong stakeholder management skills and the ability to work cross-functionally

 

Furthermore, it is desirable that you have:

• experience coaching or supporting junior analysts
• experience with AI-enabled, automated, personalised or self-service journeys
• experience working in Agile product teams to deliver measurable outcomes
• relevant Agile or Scrum certifications
• professional proficiency in Dutch and English

 

Your future colleagues 

You will be reporting directly to the Value Stream Lead and cooperate closely with Product Managers, Software Engineers, Testers, country teams, and cross-functional teams such as legal, risk, and technology. 

The team is growing to  4 product managers and 3 change analysts 

 

What we offer you 

 

An inspiring work culture 

The most important thing about working with us is that you are part of a community that is changing the world for the better. We are constantly improving our work culture to create conditions where every person can thrive, so you are able to: 

• find a sense of meaning in your work 

• create positive energy and impact with your co-workers 

• build mutual trust and respect in working relationships 

• enjoy fulfilment at a professional and personal level 

 

A comfortable working environment 

Our award-winning sustainable head office is based in Driebergen-Zeist, the Netherlands at the Reehorst Estate, just a 3 minutes’ walk from the train station. Combined with working from home, it is an inspiring place to work and connect with your colleagues. 

 

And of course, great remuneration and working conditions (CLA Banken): 

• an annual salary between €69074 and €82854 based on a 36-hour workweek 

• an attractive pension plan 

• a mobility card (including the option of free private travels) 

• flexible working hours and the opportunity to work from home 

• six weeks of paid annual leave, with the option to buy up to two more weeks in additional leave 

• an option to swap bank holidays for other days (with some conditions) if you celebrate different holidays 

• reimbursement of a company bicycle to the max of €1,500 

• a range of education and training opportunities 

• the option to join our collective health insurance 

• a working from home allowance per home office day 

• suitable home office equipment up to €750 every 5 years 

 

Sounds interesting? 

If you feel that you want to make a difference, don’t hesitate to join the Triodos community by applying for this role. 

 

Everyone is welcome to join us. Our culture is built on values that aim to benefit both society and individuals. We are committed to equity and diversity, and we value everyone’s perspective. We strive to create an environment in which all colleagues and our broader community can feel safe and included. 

 

The closing date for applications is: 30th of July, interviews will be in the first week of August

 

If the role interests you but you still have some questions, please connect with Evelijn de Flines. If there are any additional adjustments you may need during the application process, please email: Evelijn.deflines@triodos.com.

 

 

Who we are 

Triodos Bank is a leading expert in sustainable banking, founded in 1980 in the Netherlands, with branches in Belgium, the United Kingdom, and Spain. 

Triodos Investment Management is a globally recognised leader in impact investing, managing funds invested in both Europe and emerging markets. 

We are a certified B Corp since 2015 and one of the founders of The Global Alliance for Banking on Values, a global network of independent banks using finance to deliver sustainable economic, social, and environmental development. 

www.triodos.com | www.triodos-im.com | www.triodosfoundation.nl