CX & Innovation Expert

Job Description:

What you will lead & deliver
Shape the CX & NPS strategy
* Define the NPS ambition and steer the roadmap across the Segments, Channel, and Products.
* Bring clarity, prioritization, and focus - ensuring the organization acts on what matters most for our customers

Turn Customer & Employee feedback in change
* Translate Voice of the Customer data and insights into clear priorities that challenge the status quo.
* Identify systemic issues, unlock improvement opportunities, and track progress across the bank.

Drive end-to-end experience design
* Support the re-design of key products, services and processes to remove friction and increase customer value
* Collaborate closely with product tribes, commercial and operational teams, as well as global CX experts to shape better journeys and propositions

Embed customer obsession across the orga
* Lead programs that shift mindsets, ways of working and rituals towards customer centric behaviour
* Coach teams, influence senior stakeholders and ignite a CX culture that sticks
* Build capabilities through training, storytelling, knowledge sharing and strategic guidance
* Run explorations and deep-dive analyses to surface patterns, pain points and Steer a roadmap of initiatives linked to boosting customer experience, 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

Who you are
You are a seasoned change maker with a passion for customers, transformation and impact. You bring:
* +10 year experience in customer experience, digital transformation, journey management or change.
* Proven track success in designing & delivering large-scale CX strategies that moves NPS, retention or customer value
* Strong data literacy - able to use insights, VoC, and analytics to guide decisions
* Experience navigating matrix, multi stakeholder environments and influencing at all levels of the organisation
* Extremely customer-focused, a natural coach and inspiring leadership style that energizes people and brings clarity
* Solid change management skills and the ability to embed new behaviors and ways of working
* A mindset that is at once curious, experimental, pragmatic, and execution-driven
* Good at problem solving and familiar with applying the principles of service design is a plus
* Fluency in English; Dutch and/or French are a strong plus

What you'll gain
* Make a lasting impact on the future of ING Belgium
* Have a strong variation in content and an ability to discover a broad range of bank activities (products, channels & service models)
* Work closely with a passionate, high-performing team of CX innovators and data experts
* Be part of a global ING CX leadership community, sharing expertise and best practices
* Shape the customer experience strategy of one of Belgium's leading financial institutions

The team
We are a customer-obsessed, high-energy, and impact-driven team with a simple mission: Make the customer voice roar across ING Belgium..
As a CoE CX & Innovation:
* We steer the NPS strategy across the bank, channel and products
* Embedding the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes and global.
* Accelerating the strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation.

Ready to create impact?
If you're excited by the mix of data, research, customer behaviour, and business impact, we'd love to meet you