CX & Innovation Expert
(GJA 17)

A day in the life of a CX & Innovation Expert

As a CX & Innovation Expert, you will be focusing on:

• Leveraging CX data for insights on products and services that can help us move the needle from a customer’s perspective
• Driving the re-design of key products, services and processes, to identify new  opportunities, tackle customer pain points by guiding teams throughout the journey of validated learning and facilitating the execution of experiments / proof of concepts
• Driving projects or programs to make ING more CX minded and future-proof together with the relevant tribes or segments

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• Extremely customer-focused and in touch with your network to stay informed of internal, market and industry developments.
• Effective at project management
• Good at problem solving and familiar with applying the principles of service design or PACE
• Eager to advise and challenge the leaders as well as motivate and encourage the organisation
• Data-fluent or a strong interest to work in a data-driven manner
• Excellent level of English, and Dutch and/or French

As a CX & Innovation Expert you will have the opportunity to:

• Take on challenging, strategic and visible projects to support or take the lead in
• Get access to design thinking methodology and on the job application
• Have a strong variation in content and an ability to discover a broad range of bank activities
• Brainfood from the global CX & innovation ecosystem allowing you to work on your employability inside or outside ING

The team

We are a customer-obsessed group of people that have made it their mission to make the customer voice roar throughout the organization, driving CX innovation to support ING’s growth ambitions.

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

• Driving the NPS and customer satifaction for our customers on Bank, Channel and Product level
• Embedding customer obsession and criteria for success in the company roadmap in close collaboration with the commercial teams and product / channel tribes and global.
• Accelerating the growth strategy through out of the box thinking, validated learning, experimentation and go-to-market innovation.

What do we focus on?

Creating actionable CX intelligence that allows us to identify and drive change for the top things to fix from a customer’s perspective. Driving the change for the top things to fix through pressure cookers for ideation and validated learning together with the business. Drive initiatives E2E to embed Customer Obsession in the way of working across the organization, and drive a truly customer obsessed culture.

How do we do this?

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 does this role fit in?

In this role, you become on of the change makers that drives the NPS priorities forward, either by redesigning key processes or by taking the lead in projects or programs that change the way we operate.

Interested in taking on this challenge? Follow our internal application process.

Would you like to get to know the department better? Book a coffee with the hiring manager, a team member or the recruiter. In a second phase you could get to know the job content better via a My Job Your Job.