Chapter Lead | Customer Experience Private Individuals @ING Bank

Mission 

The Retail Customer Experience (CX) team is part of the CX, Innovation & Design Center of Expertise (COE) for Retail customers. Our mission is to create innovative products & services and to deliver our promise to the customers: an experience that is easy, personal,instant& relevant.

About the team

You will join a highly skilled team where stability, strong clientselection, and a collaborative setup create a focused and supportive environment. The teamoperatesin afast‑paced,innovation‑drivenspace, with continuous exposure to new products, systems, and complex transactional activity, offering strong opportunities to take ownership and drive impactful initiatives.

Your day to day

• Define and evolve the local CX and NPS agenda for ING Romania, driving the NPS improvement roadmap across key journeys, channels, and products in line with business and Group priorities.

• Translate customer insights into clear priorities and improvement actions, ensuring ownership, prioritization, and impact tracking with business, digital, and operational teams.

• Own the Voice of the Customer (VoC) for PI customers across bank, channel, and product domains, with accountability for CX measurements, KPIs, and reporting aligned to global standards.

• Use quantitative and qualitative data (NPS, CSAT, CES, complaints, feedback, analytics) toidentifyfriction points and opportunities, track effectiveness, and support decision‑making.

• Continuously improve the CX insights ecosystem through dashboard automation, data integration, simplified insight delivery, and adoption of CX tools.

• Monitor competitors toidentifygaps and opportunities,leveragingING’s strengths tomaintainthe #1 NPS position; facilitate CX workshops and present insights to senior management.

• Support the redesign and optimization of key journeys, products, services, and processes; act as a core CX stakeholder in journey‑mapping initiatives.

• Champion a customer‑centric culture across ING Romania and represent the organization in the global CX community.

What you bring to the team

• 5+ years of leadership experience in Customer Experience, UX, Innovation, or cross‑functional transformation, with proven impact on NPS, customer retention, and customer lifetime value.

• Strong data‑driven decision‑making skills, leveragingVoC, analytics, and insight platforms.

• Solid experience in change management and embedding new ways of working across complex, multi‑stakeholder environments.

• Excellent communication and influencing skills, with the ability to engage senior leadership andaligndiverse stakeholders.

• Inspirational leadership style, combining clear storytelling, customer‑centric thinking, curiosity, and a strong learning mindset.

• Structured and impact‑driven execution style, withstrongpassion for customers and continuous improvement.

• Experience ineventor workshop facilitation is a plus.

• Fluent in English.

• Experience in banking, financial services, or other regulated industries is preferred.

Whatwe offer

• Impactful work in a fun and collaborative environment

• Open-concept offices designed for bothteam workand relaxation

• Corporate events and social gatherings

• Hybrid way of working with flexible working schedule and short week options

• Monthly budget on Benefit platform

• Extra annual leave days depending on the total length of working experience

• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy,Bookster, as well as throughtrainingsand certifications

• Possibilityto accessInternal roles, International Short-Term Assignments or Long-Term Assignments

• Context to make an impact through Sustainability and Corporate Social Responsibility projects.

Job Application Safety Reminder

We’reseeing an increase in fraudulent job offers. To protect yourself, please:

• Apply only via official ING platforms. ING uses Workday as its recruitment system.

• Verify the sender’semail —it should only comefrom@ing.comor@myworkday.com.

• Know that ING will never request payments or banking details during the recruitment process.

How to Apply

Click“Apply”on our careers site andsubmityour application through Workday.We’reexcited tomeetyou!

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”.Perhaps morethan in any other large company, we extend our belief in the power of autonomy to our own people. Butthere’sa catch. In return for great freedom, we expect people to dogreat thingsfor our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious,friendlyand respectful: talented specialists who takethe responsibilityand autonomy to makegreat thingshappen. We stay curious, thrive on change, andseeknew and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania isanuniversal bank with more than1.8 million customersfrom three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!