Head of Customer & Employee Experience Private Banking

Retail Banking BE

50% work from home

Hiring Manager: Jan Van Sande

ING Belgium is looking to revamp their commercial strategy for the private banking and wealth management market.

Combined with these growth ambitions, we are committed to delivering exceptional service to our valued clients while fostering an empowering and efficient work environment for our dedicated team.

To elevate our commitment to excellence, we are seeking a dynamic and strategic leader to join our management team as the "Head of Customer and Employee Experience."

In this role, you will be a driving force behind our mission to simplify processes, enhance customer interactions, optimize employee productivity and building the digital Private Bank of the future. Your efforts will directly contribute to our reputation for delivering best-in-class private banking services.

A day in the life of a Head of Customer & Employee Experience Private Banking:

• Develop and execute a comprehensive strategy for enhancing both customer and employee experiences in alignment with the organization's growth objectives. This includes working on best-in-class servicing model for our clients at short term, while designing the digital private bank of the future in parallel.
• Lead initiatives to streamline and simplify internal processes, with a focus on reducing administrative burdens for employees. Examples include KYC process improvements, digital signature implementation, and more effective tooling.
• Foster a culture of efficiency and excellence by providing employees with the tools, training, and resources needed to excel in their roles. You also collaborate with other tribes to bring to life tooling that will give us a competitive edge against competition (WAP, portfolio management tooling…).
• Implement and oversee initiatives that enhance the customer experience, including the revamping of our footprint as well as the definition of the future of our digital private bank.
• Establish clear KPIs and performance metrics to measure the effectiveness of customer and employee experience initiatives.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Proven experience in a leadership role focused on customer and employee experience within the financial services or private banking sector.
• You take data savvy and take pride from taking data driven decisions.
• Strong strategic thinking, project management, and change management skills.
• Excellent communication and interpersonal abilities.
• Familiarity with relevant regulations and compliance requirements.

As a Head of Customer & Employee Experience you will have the opportunity to:

• Be a driving force behind our mission to simplify processes, enhance customer interactions, and optimize employee productivity.
• Be a visionary leader who can inspire teams and drive results.
• Act as a key member of the management team, contributing to overall business strategy and decision-making.

The team

ING Belgium is looking to revamp their commercial strategy for the private banking and wealth management market. Combined with these growth ambitions, we are committed to delivering exceptional service to our valued clients while fostering an empowering and efficient work environment for our dedicated team.

To elevate our commitment to excellence, we are seeking a dynamic and strategic leader to join our management team as the "Head of Customer and Employee Experience."

Therefore, you would be integrating the Private Banking Management team reporting to Jan Van Sande, a team focused on growth, achieving results, and bringing Private Banking to the next level