Customer Experience and Innovation Expert

“There’s a way to do it better - find it” (Thomas A. Edison)

Your role & work environment

We have the ambition to become the Best Mobile Led Bank on the continent and with that we are determined to provide the best Customer Experience since this will be the critical successfactor.

With the Mobile adoption continuing to grow, we also see the amount of mobile interactions we have with our customers on a daily basis picking up. Turning this growing traffic into high customer engagement with personal, easy, and smart solutions is becoming the heart of our customer delivery strategy.

Next to that, we aim to provide our clients with new products and services that are scouted or built by our innovations teams. Products and services that either also support high customer engagement or create new revenues streams or cost reductions. And that to strengthen our image as data driven digital leader.

Consequently, we established a new Market Leaders CoE Customer Experience (CX) & Innovation to own the CX vision, set the criteria for success and build a true CX and Innovation culture within Market Leaders.

The CoE will centrally steer our efforts on CX in our digital- and assisted channels. Innovation and CX are closely linked as both aim to continuosly meet the changing expectations of our customers.

Your key responsibilities

Your role as CX & Innovation expert is to continuously improve the customer experience across all channels and drive innovation to ensure we deliver on our strategic priorities.

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

• Driving the NPS for our customers on Bank Channel and Product level
• Embed the CX vision and criteria for success in close collaboration with the commercial teams and product / channel tribes / CLT’s and global.
• Align the Innovation agenda of Market Leaders with that of ING Neo and set criteria for success in close collaboration with the business.
• Drive customer retention, reduce churn, and increase customer satisfaction by overseeing end-to-end customer journey’s including the feedback loop and complaint management.
• Improve our organisational CX discipline by ensuring consistent applications of best practices.
• Coordinate and align the CX and innovation activities across Market Leaders and global counterparts. Take the lead on specific projects and programs to improve the customer experience and innovation.
• Build the bridge between the Market Leaders organisation and global, among others ING NEO.
• Further strengthening the impact of ING Labs Brussels, ensuring it drives the strategy of Market Leaders forward.

As a CX & Innovation Expert / Consultant your mission is to ensure a strong customer experience where it matters, through relevant solutions. To do this, you are expected to:

• Foster a culture and mindset where CX and Innovation are central in our daily operation, with a strong drive to improve the status quo.
• Develop as well as spread CX and Innovation tools and capabilities that allow us to work in a human centered design way
• Coach teams throughout the journey of validated learning and facilitating the execution of experiments and Proof of Concepts, both inside the organisation and in partnership with third parties
• Unblock strategic impediments, re-design key existing processes or create new solutions to make ING more CX minded, more future-proof and innovation-enabled
• Work together with specific business and/or technology to identify new opportunities as well as tackle (customer) pain points through customer driven iterations, experiments, and putting in place new solutions, business models or technology
• Leveraging on market research, successful innovations in other ING entities as well as third parties (startups, scale-ups, other), developing expertise in ING’s innovation focus areas and the underlying emerging technologies

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead . In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As we are building this new team, we are looking for 6 enthusiastic colleagues of different levels of maturity. We are interested both in profiles that have prior experience in CX & Innovation activities, as well as people with project/program management or business consultant experience.

As an Customer Experience & Innovation Expert / Consultant you will also need ( in line with the function level considered ):

• Masters or Bachelor degree
• Experience in CX design (digital & Human) and/or Innovation practices, with proven track record; and/or experience in project management or business consultancy
• A high level of autonomy & take ownership
• Be well organized whilst displaying high flexibility
• Combine coaching skills with delivery power
• Have strong communication & networking skills
• Be data-fluent or strongly interested to develop your data fluency
• Handle complex stakeholder management and demonstrate organisational sensitivity to take into account the dynamics of the environment (both opportunities & constraints)
• Understand the dynamics of new business models (beyond banking and/or platforms)
• Be tech-savvy & able to assess the impact of technology and how offers from startups will have an impact on the customer experience
• Be able to advise and challenge the leaders and the organisation, promote knowledge-sharing & innovation throughout the organization, and display cultural sensitivity in coordinating interactions between the different business units.
• Extremely customer-focused, continuously in touch with your (external) network, to stay informed of internal, market and industry developments.
• Preferably broad (internal) network of relevant stakeholders
• Excellent level of English.

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realize your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavor
• A progressive and agile way of working, where new ideas are valued ahead of convention
• CX&Innovation methodology training as well as on the job application
• Strong variation in content with an ability to discover a broad range of bank activities
• Unlimited brainfood from & exposure to the innovation ecosystem allowing you to work on your employ-ability inside or outside ING

Furthermore, within the Market Leaders context, you can count on a range of opportunities to invest in your personal and professional growth.

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centered around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

Questions?

Contact Stephanie Van Avesaat for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.