Floor Scheepers

An ardent runner, Floor Scheepers (39) enthusiastically participates in most NN Running Events. But there’s more to working at NN that she embraces. ‘The strategies I work on have come to life as a result of my private experiences. When my parents died, I found that financial institutions really need to improve processes and customer and employee journeys. And that’s what we’re doing within the scope of the Future Ready programme. By simplifying our IT landscape, and improving the digital customer journeys and our operational efficiency.’

From procurement to strategy
‘I’ve worked at NN for twelve years. I started in procurement and have done various projects. When I became business manager of the CEO in the Netherlands I started focusing on strategy. The common denominators of our business units are customers and technologies, which is why these take centre stage in our strategy. We’re geared to becoming an even more customer-focused and digital company.’ 

Complementary expertise
‘I have been responsible for the Strategy, Finance and Control team of Customer Journey & Digital since June 2022. My team covers a wide range of disciplines. Through strategic programme and portfolio management we are responsible for overseeing multiple projects across different domains within Customer & Digital and NN. We primarily focus on ensuring the successful delivery of strategic initiatives by providing guidance, support, and oversight. Overall, our goal is to drive successful strategic initiatives that benefit the organisation.

‘An example? It’s our strategic goal to generate 100 million in benefits through AI use cases by the end of 2025. The programme manager is responsible for monitoring the progress of these AI use cases. Another example is the new Future Ready workstream for Digital & Frictionless Journeys, for which programme and project leaders guide our NN organisation with several initiatives such as Voice IVR, AI solutions, channel strategy, one-way communication and track & trace.

‘But in the financial markets, you can’t just introduce new technology. There are questions about privacy, the financial pros and cons, and risk management & control. My 19-strong team are experts in all these fields and are involved at an early stage. The benefit is that initiatives will not be flagged when they are about to be launched. Ultimately, we aim to be the go-to team for all aspects of strategic planning, way of working, financial management, contract management, data privacy and risk. We provide our organization with the tools and resources needed to thrive in a rapidly changing business landscape.’

Change through people
‘I strongly believe that you need people to be committed to drive change. It’s an important lesson I’ve taken away from my Business communications study at the Nijmegen Radboud University. I also believe in people’s good intentions. No one wants to do a bad job. But they may be hindered by systems, as I found when I was dealing with my parent’s legacy. So I involve my colleagues in our transformation, and help them understand why it’s important, while listening to them to learn where we can improve. 

‘Improving customer services is an integral part of our strategy. In Customer & Digital it’s an ambition shared by people from over 30 nationalities. What we do affects the whole of NN. That’s why we work closely with the business units, to understand their needs, involve them and do what’s relevant.’

Strategic milestones
‘Our first milestone is to simplify our landscape. As a result of all those takeovers, we are still encumbered with “technology spaghetti”. Moving to one system is a hygiene step we need to take. And then we can start improving, harnessing technologies such as AI, chat bots and interactive voice response. What we do is geared to helping customers efficiently, while enabling personal contacts for those who need it.’

Amazing opportunities
‘What we do has a huge societal impact. We secure our customers’ financial well-being. And make sure they’re covered if they drop out, e.g. due to mental health issues. That’s how our people really make a difference. And now we get to make customer experiences even better. In our sector we are undeniably the front-runners in technology.  At NN you get the opportunity to do amazing things and that we’re a front runner met with AI.’

Flexibility and fulfilment
Together with the strategy team we’re working on strategic programs now for a couple of years, we'll continue to deliver on these programs such Retail and B2B. With the the revisit of our strategy with the Future Ready program we’re now at the stage where we’re translating the strategies into actionable plans and that gives me a great sense of fulfilment.  The workstreams on Data &AI, Digital and Frictionless Journeys are led by C&D colleague, my fellow MT members, Wouter and Tjerrie and they are supported by the program managers from my Strategy team. 

‘As a mother of 2 young children, the flexibility that NN gives me to balance work and life is crucial. And what’s really important to me is the people I work with, and what we can achieve together. Everything we do benefits our customers. That’s my sweet spot and I’m really happy in my job.’