Senior CX expert

You will join the Center of Expertise for Customer Experience (CoE CX), a team dedicated to strengthening ING Wholesale Banking’s customer focus. We collect, analyse, and translate customer insights into concrete improvements, ensuring an outside‑in approach across all client touchpoints.
The team works internationally, collaborating with country teams, delivery tribes, front office, client services, risk and compliance. We combine advanced analytics, service design, and journey expertise to drive client-centric growth and embed customer obsession throughout ING.

Our culture is collaborative, insight‑driven, and impact‑oriented. We work on strategic, multi-country initiatives that directly shape the customer experience and support ING’s digital transformation.

Roles and responsibilities

In this role, you will lead and contribute to high-impact customer experience projects, driving strategic decision-making through insights and analytics. You will be responsible for:

• Leading and co-developing the CX strategy, including Voice of the Client (VoC), CX analytics, and service design.
• Driving client-focused initiatives aligned with the long-term VoC vision and ING’s digital strategy.
• Collecting and interpreting customer insights using advanced analytics across feedback, product usage, and financial data.
• Translating complex information into compelling stories, clear visualizations, and actionable business recommendations.
• Coordinating with a broad network of global stakeholders, including delivery tribes, front office, client services, risk, compliance, and external partners.
• Ensuring the Voice of the Client remains central in decision-making and solution delivery.
• Promoting a data-driven, outside-in mindset across Wholesale Banking by sharing best practices and building CX capabilities.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and take ownership. In return, we’ll support your development so you can grow into an even better version of yourself.

To succeed in this role, you bring:

• Experience leading complex CX or cross-functional initiatives in large organizations.
• Strong analytical skills, with the ability to interpret customer, product, and financial data.
• Excellent stakeholder management and communication skills, including influencing at senior levels.
• The ability to turn insights into clear strategic actions and drive execution.
• A passion for customer experience, supported by hands-on experience in customer research, service design, or VoC programs.
• Comfort working in a fast-paced, international environment with multiple priorities.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25-28 vacation days depending on contract
• Pension scheme
• 13th month salary
• 8% Holiday payment
• Hybrid working
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.