CX & Innovation Expert

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:

• +5 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.