CX Innovation Expert Lead

A day in the life of a CX & Innovation Expert lead

We have the ambition to be the most loved bank. To deliver on this ambition, we need to be obsessed about the value we offer and the experiences we deliver to our customers. We need to be obsessed about eliminating customer frictions and creating delight through impeccable service in key moments. And we need to be obsessed about offering unique and strong value propositions.

That’s where the Center of Expertise Customer Experience and Innovation comes in.

How? We make the voice of the customer roar across the organization, steer a roadmap of initiatives fueled by customer and employee feedback, and launch company-wide programs to embed customer centricity into the way of working.

As a CX & Innovation Expert lead (GJA 18), you will own the objective “Customer Obsessed Culture”:

• Drive programs that change the way of working to become more customer obsessed
• Steer a roadmap of initiatives linked to boosting hospitality, communication quality, and employee experience. This with a focus on boosting awareness, setting new CX standards, build up new skills and embed the required processes.
• Leverage CX data and mystery shopping for insights on products and services that can help us move the needle from a customer’s perspective

How to succeed

We look for a senior program manager / CX practitioner:

• A proven track record in CX and/or cultural change
• A proven track record in program & project management
• Good at problem solving and familiar with applying the principles of service design
• Extremely customer-focused, a natural coach and motivator
• Eager to advise and challenge the leaders as well as motivate the organization
• Data-fluent or a strong interest to work in a data-driven manner
• Excellent level of English, and Dutch and/or French
• Holds a Master’s degree

As a CX & Innovation Expert Lead you will have the opportunity to:

• Take on challenging, strategic and visible projects to support and take the lead in
• Get access to design thinking methodology and on the job application
• Have a strong variation in content and an ability to discover a broad range of bank activities
• Brainfood from the global ING CX & innovation ecosystem allowing you to work on your employability inside or outside ING

The team

We are a customer-obsessed group of people that have made it their mission to make the customer voice roar throughout the organization, driving a CX improvement roadmap to support ING’s growth ambitions. We’re a team with a “can-do” attitude that’s not afraid to think out of the box and learn by doing new things.

As a CoE CX & Innovation, we are responsible for:

• Accelerating the growth strategy by boosting our NPS performance
• A central intelligence of our NPS and CX performance across Bank, Channel and Product Level
• Setting the priorities and steering the NPS change roadmap across Bank, Channel and Product level
• Embedding customer obsession in the company in close collaboration with the commercial teams and product / channel tribes and global.

What do we focus on?

Creating actionable CX intelligence that allows us to identify, drive change and track progress for the top things to fix from a customer’s perspective, Steering a roadmap of initiatives across the organization, through governance, and through out of the box thinking, validated learning, experimentation and go-to-market innovation. Drive initiatives E2E to embed Customer Obsession in the way of working across the organization, and drive a truly customer obsessed culture.

How does this role fit in?

In this role, you become one of the leading CX change makers that takes ownership of one of our 3 key objectives.