Head of Customer Experience & Service Design | Business Banking @ ING Bank

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 more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new 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 is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

Provide the best Customer Experience in the market for Business Banking clients, across all processes and all channels of interaction. ​Responsible for leading and managing a team of customer experience & service design experts to develop and improve customer-centric services. Work closely with cross-functional teams to understand customer needs and pain points, and then define and implement service design strategies, processes, and methodologies to optimize service experiences.

Your day to day

• Driving the CX culture within Business Banking Romania, ensuring its growth as CX champion in local market, measured by NPS (Net Promoter Score) or any other internal or external measurements.
• You lead, manage and have responsibility over the expert team of Customer Experience in Business Banking.
• Ensure that all new digital products and features are designed to offer the best customer experience, and all client touchpoints in digital and human channels generate the highest satisfaction and the least friction in all interactions of ING clients with the Business Banking processes and channels.
• The CX expert team manages and executes: UX research, client interviews (starting with profiling), user testing, prototyping, experiment designs, validation of design solutions for all BB customers processes that are exposed in ING Business and ing.ro, moments of truths measurement on all relevant touchpoints in both digital and human channels, mystery shopping research at main competitors, complaints deep dives, etc.
• Via the CX strategy and the underlying decisions taken to ensure that the client is permanently put in the center of what we do, you contribute to the business growth of Business Banking, both in terms of client acquisition, cross-sell to existing customers and reduction of customer churn. Also, this is expected to produce a positive effect on the effectiveness and efficiency of our processes, irrespective of the channel of interaction.
• As a direct report of Head of Easy Banking, you act as his/her day-to-day proxy in everything that entails customer relevance and centricity. You are involved, on behalf of Business Banking, in any CX-related initiatives in the bank. You proactively anticipate dependencies and manage collaboration across the entire Business Banking organization with the parties that need to contribute to a specific implementation for the CX domain.
• You are responsible to ensure optimal CX team structure, staffing and synergies, to build a high-performing team, remove impediments, onboard new members and properly manage the performance, while defining and implementing the optimal way of working with stakeholders.

What you bring to the team

• At least 5 years of experience in services industry with proven track record on successful projects of significant size and impact from business development, CX, UX or Innovation perspective.
• 5+ years of practical experience in design thinking, UX design systems, digital processes and entrepreneurial interactions.
• Strong understanding of service design principles, methods, and tools.
• Ability to build and manage teams that apply their diverse skills and perspectives to achieve common goals.
• Empathy and emotional intelligence, ability to create a positive work environment.
• Excellent problem-solving, communication, and stakeholder management skills.
• Excellent organization and planning skills, presentation and written/verbal communication skills in Romanian and English.

What we offer

• Impactful work in a fun and collaborative environment
• Open-concept offices designed for both teamwork and 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 through trainings and certifications
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.