CoE Lead Transformation II

CoE Customer Experience & Innovation Lead

Function Title: CoE Lead Transformation II

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

Possibility of 50% work from home on the basis of a team agreement
Hiring Manager: Cédric Lebegge
Future colleague: Ozge Ozturk, Kevin Mellaerts

A day in the life of a CoE Lead CX & Innovation

We have the ambition to be the most loved bank. To deliver on this ambition, we need to be obsessed about the customer experiences we deliver. We need to be obsessed about eliminating frictions and creating delight 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 organisation, 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 the CoE CX & Innovation lead, you will be focusing on:

• Setting the NPS Strategy for the bank and driving the NPS change roadmap across Bank, Channel, and Product level.
• Providing actionable Voice of the Customer data and insights on Bank, Channel and Product Level, to challenge the status quo, identify opportunities for improvement, as well as well as track progress.
• Supporting the re-design of key products, services and processes
• Running company-wide programs to embed customer centricity into the way of working, in close collaboration with the commercial teams, product / channel tribes and global.

The Team

We are a customer-obsessed group of Data Analysts and Customer Innovation Experts that have made it their mission to make the customer voice roar throughout the organization.

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.

How to Succeed

You’re the leading CX change maker we’re looking for if you recognize yourself below:

• 10+ years of experience in customer experience, digital transformation or cross-functional transformation
• Proven track record of designing and implementing large-scale CX strategies that measurably improved NPS, retention, or customer lifetime value
• Proficient in data-driven decision-making, using VoC, analytics, and insight platforms to guide prioritization
• Skilled in change management, with proven success in shifting mindsets and embedding new ways of working
• Comfortable operating in complex, multi-stakeholder environments and influencing at C-level
• Inspirational leadership style, able to create compelling stories for all audiences, coach senior leaders and foster a customer obsessed culture
• Naturally curious and experimental, yet disciplined in execution

• Master’s degree in Business, Finance, Marketing, Innovation Management, or related field
• Excellent level of English, and Dutch and/or French

As a CoE Lead you will have the opportunity to:

• Leave a lasting mark on an organisation ready to go bold
• Build a broad knowledge of the products and services across the bank  
• Get inspiration from a global ING CX & Innovation lead community