CX & Innovation Expert

CX & Innovation Expert

Department: Retail Banking Belgium - CoE CX (Customer Experience) & Innovation

A day in the life of a CX & Innovation Expert

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, you will be focusing on:

• Leveraging CX data for insights on products and services that can help us move the needle from a customer’s perspective

• Driving the re-design of key products, services and processes, to identify new  opportunities, tackle customer pain points by guiding teams throughout the journey of validated learning and facilitating the execution of experiments / proof of concepts

• Driving projects or programs to make ING more CX minded and future-proof together with the relevant tribes or segments

How to succeed

You’re the teammate we’re looking for if you recognize yourself below:

• Extremely customer-focused and in touch with your network to stay informed of internal, market and industry developments.

• Effective at project management

• Good at problem solving and familiar with applying the principles of service design or PACE

• Eager to advise and challenge the leaders as well as motivate and encourage the organisation

• Data-fluent or a strong interest to work in a data-driven manner

• Excellent level of English, and Dutch and/or French

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

• Take on challenging, strategic and visible projects to support or 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 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 on of the change makers that drives the NPS priorities forward, either by redesigning key processes or by taking the lead in projects or programs that change the way we operate.