CoE CX/UX Lead

Job Description

At ING Italia, we have a bold ambition: to be the most loved bank.

To achieve this, we must be relentlessly focused on the experiences we deliver to our customers—eliminating friction, creating delight in key moments, and building clear, differentiated value propositions.

The Center of Expertise (CoE) Customer Experience & User Experience (CX/UX) plays a pivotal role in making this ambition real. We exist to amplify the voice of the customer across the organization, translate feedback into decisive action, and embed customer centricity into how ING Italia works, every day.

As CoE CX/UX Lead, you will define and drive the customer experience agenda for ING Italia, acting as a strategic partner to the business and a catalyst for meaningful, measurable change.

Reporting directly to the Head of Private Individuals, you will lead a team of CX, UX and customer insight experts, and work closely with Product, Channel, Commercial, Data and Global CX teams to ensure customer‑led decisions at every level of the bank.

Your responsibilities

Define and Drive the NPS & CX Strategy

• Set and continuously evolve the Net Promoter Score (NPS) strategy for ING Italia.
• Own and steer the NPS improvement roadmap across Bank, Channel and Product level.
• Ensure clear accountability, prioritization and impact tracking of CX initiatives.

Own Voice of the Customer & Customer Insights

• Provide actionable Voice of the Customer insights across bank, channel and product domains.
• Leverage qualitative and quantitative inputs (NPS, CSAT, CES, feedback loops, complaints, analytics) to:
• Challenge the status quo

• Identify friction and delight opportunities
• Track progress and business impact
• Elevate customer insights to inform strategic and operational decision‑making.

Lead CX / UX Redesign Initiatives

• Support and steer the re‑design of key customer journeys, products, services and processes.
• Champion UX best practices and customer‑led design in collaboration with Product and Channel Tribes.
• Ensure CX and UX standards are consistently applied across touchpoints.

Embed Customer Centricity Across ING Italia

• Design and run company‑wide programs to embed customer centricity into ways of working.
• Drive mindset and behavior change in close collaboration with:
• Commercial teams
• Product & Channel Tribes
• Data & Analytics
• Global CX & Innovation community
• Act as a thought leader and internal advisor on CX and UX excellence.

Your profile

• 10+ years of experience in Customer Experience, UX, digital or cross‑functional transformation.
• Proven track record in designing and implementing large‑scale CX strategies with measurable impact on:

• NPS
• Retention
• Customer Lifetime Value

• Strong proficiency in data‑driven decision making, using VoC, analytics and insight platforms.
• Solid experience in change management, successfully shifting mindsets and embedding new ways of working.

Leadership & Influence

• Ability to operate effectively in complex, multi‑stakeholder environments.
• Strong influencing skills, including interaction at C‑level and senior leadership level.
• Inspirational leadership style, with the ability to:
  • Create compelling narratives for diverse audiences
  • Coach senior leaders
  • Foster a deeply customer‑obsessed culture
• Naturally curious and experimental, with a strong learning mindset.
• Structured and disciplined in execution.
• Passionate about customers and driven by impact.

Education & Languages

• Master’s degree in Business, Finance, Marketing, Innovation Management or a related field.
• Fluent English is required; Italian is a strong plus.
• Experience in banking, financial services or other regulated industries is preferred.

What You Will Get in Return

As CoE CX & UX Lead at ING Italia, you will:

• Leave a visible and lasting impact on an organization ready to go bold on customer experience.
• Build a deep understanding of products, services and customer journeys across the entire bank.
• Be part of a global ING CX & Innovation community, sharing best practices and shaping the future of customer experience globally.
• Operate with strong sponsorship and visibility, directly reporting into senior leadership.

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid) 

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

Job Application Safety Reminder ⚠️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com
• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.